IT Service Desk Engineer — Fast, Customer-Focused Support

Centorrino Technologies Pty Ltd.; Darwin; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Training & development

Discounts & benefits

IT equipment options

Team events

Job summary

Centorrino Technologies in Darwin is seeking an IT Service Desk Engineer to join our inbound phone support team. You will be the first point of contact for end users, providing timely and professional assistance while upholding our customer-focused service standards.

You will diagnose issues across Windows, macOS, VPN, Active Directory and Microsoft 365, document resolutions in ITSM, and escalate where needed.

Qualifications

• 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 and ITSM ticketing.

Responsibilities

• Provide inbound phone-based support as part of a high-volume Service Desk team.
• Deliver Level 1 and Level 2 technical support for IT incidents and service requests.
• Diagnose and resolve issues across hardware, software, network, VPN and security.
• Log, track, and update incidents in ITSM with accurate documentation.
• Escalate complex issues to appropriate technical teams or vendors.
• Follow ITIL-based incident management processes to prioritise tickets.
• Contribute to knowledge base articles and service improvements.

Skills

Inbound phone support

Windows 10/11

macOS

Microsoft 365

Communication

Problem solving

Documentation

Fast-paced environment

Active Directory

VPN technologies

Tools

ITSM systems

N-able

Active Directory

Microsoft 365

FortiClient / Cisco AnyConnect

Job description

Centorrino Technologies in Darwin is seeking an IT Service Desk Engineer to join our inbound phone support team. You will be the first point of contact for end users, providing timely and professional assistance while upholding our customer-focused service standards.

You will diagnose issues across Windows, macOS, VPN, Active Directory and Microsoft 365, document resolutions in ITSM, and escalate where needed.