Service Desk Engineer – Inbound Team

📋 Description

• At Centorrino Technologies (CT), we are more than just a technology company; we are a community that exceeds expectations. We have been recognized as a Great Place to Work for 2024-2025 and ranked among the Best Places to Work for Medium & Large Size companies in Australia for 2025, boasting an impressive eNPS score of 68. And we are not stopping there.

• We are looking for an IT Service Desk Engineer to become a part of our inbound phone support team, providing responsive and effective technical assistance to end users. In this position, you will serve as the initial contact for IT-related issues, delivering high-quality support over the phone while ensuring a consistent, customer-focused experience. You will be instrumental in efficiently resolving technical problems while upholding strong communication and service standards in a fast-paced support environment.

⛳️ Requirements

• What You’ll Do

• - Provide inbound phone support as part of a high-volume Service Desk team

• - Deliver Level 1 and Level 2 technical support for IT-related incidents and service requests

• - Achieve strong First Touch Resolution KPIs through effective troubleshooting and problem-solving

• - Diagnose and resolve issues across hardware, software, network, VPN, and security environments

• - Perform user account administration in Active Directory, Microsoft 365, Intune, and Exchange

• - Support Windows, macOS, and mobile device environments

• - Utilize remote support tools (e.g., N-able) to troubleshoot and resolve issues

• - Log, track, and update all incidents and requests in ITSM systems with accurate documentation

• - Follow ITIL-based incident management processes to prioritize and resolve tickets

• - Escalate complex or unresolved issues to the appropriate technical teams or vendors

• - Communicate clearly with users, providing regular updates and setting expectations

• - Contribute to knowledge base articles and continuous service improvement initiatives

• - Identify recurring issues and support problem management and root cause analysis

• What You’ll Bring

• - Experience in an inbound phone-based Service Desk or technical support environment

• - Strong knowledge of Windows 10/11, macOS, and Microsoft 365 applications

• - Experience with Active Directory user and group management

• - Familiarity with VPN technologies (e.g., FortiClient, Cisco AnyConnect)

• - Basic networking knowledge, including DNS, DHCP, TCP/IP, and Wi-Fi troubleshooting

• - Experience using ITSM or ticketing systems

• - Strong communication skills with excellent phone etiquette

• - Ability to explain technical issues clearly to non-technical users

• - Strong problem-solving skills with attention to detail

• - Ability to work effectively in a fast-paced, high-volume inbound support environment

• - Strong documentation and knowledge-sharing capability

🏝️ Benefits

• **Why You'll Love Working Here:**

• **Our company is more than just a workplace; it's a hub of inspiration and creativity where employees enjoy working! Here's why:**

• - Extensive training and development opportunities that promote continual growth as part of your career planning.

• - Comprehensive discounts and benefits to maximize your financial resources.

• - A selection of IT equipment to ensure your success and access to cost-price technology for your personal needs.

• - Enjoyable team events to celebrate achievements and foster connections with colleagues outside of work as part of our engaging culture.

• CT embraces diversity and ensures every voice is heard as we strive to create the world we envision. Apply today and be part of a team that values innovation, inclusivity, variety, and diverse backgrounds.

• *Note: A valid *Vulnerable People / Working with Children Check (WWCC) and Police Check are required.*