L2 Infrastructure Support Engineer

• Competitive salary package
• Hybrid role based in Pune, India
• Training and development opportunities including company paid certifications

About Us

We’re The Missing Link - one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we’ve helped businesses succeed with cutting-edge Cyber Security, IT & Cloud, and Automation solutions. With 200+ team members and a culture built on inclusion, innovation, and impact, we offer a workplace where you’re valued, challenged, and supported to grow.

We are THE MISSING LINK between where you are and where you want to be.

The Role

The Missing Link is looking for an experienced and talented L2 Infrastructure Support Engineer to join our growing team!

As Infrastructure Support Engineer, you will be responsible for providing L1/L2 technical support to various clients, while working on a ticket management system and being able to log their time accurately every day. The role involves resolving IT incidents, processing service requests, action alerts and monitor systems with a focus to SLA, attention to details and being able to escalate in a timely manner.

Responsibilities

Service Requests

• User creations and removals
• Update DL
• Perform Mailbox tasks/permissions

Systems Maintenance

• Review and perform system upgrades
• Test and confirm operational
• Troubleshoot for issues

Alerting

• Respond to alerts on the board
• Investigate and work with the wider team to resolve
• Create problem management for repeat alerts

Patch Management

• Ensure managed devices are being patched
• Resolved warning, alerts to ensure compliance is maintained
• Work with wider team for resolution

Backup Monitoring

• Backup alerts are being actioned
• Reduce job failures
• Escalate to the wider team

• Minimum 5 years’ professional work experience
• Minimum 2 years’ industry experience
• Preferred MSP / Cloud provider experience
• Microsoft or updated industry certifications

Technical Experience:

• Hands on experience providing technical support

• Worked in ITIL environment or understand concept of ITIL
• Familiar with ticket management system and time entries
• Backup Technologies
• Microsoft stack solutions including Azure
• Hands on experience working with various platforms

Technologies:

• M365
• Entra ID
• Conditional Access
• Veeam Backup or relevant technology
• Windows Servers (DNS, Storage, Crash)
• Patching tool and process
• Ncentral or similar RMM
• Advanced Network monitoring tool

If you are a team player with excellent communication skills we would like to hear from you.

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link and some of the ways we try and maintain our staff happiness levels:

• Supportive, collaborative and respectful environment
• Company culture that fosters learning and development through training and mentoring programs
• Opportunities for professional development and career advancement