IT Service Desk Engineer — Fast, Customer-Focused Support

Centorrino Technologies Pty Ltd.; Dubbo; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Training & development

Employee discounts

Tech equipment

Team events

Job summary

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join our inbound phone support team. You will be first contact for IT issues, delivering high-quality assistance and ensuring a consistent, customer-focused experience in a fast-paced environment.

The role covers troubleshooting across hardware, software, network, VPN, and security, with Active Directory, M365, and Exchange administration. You will support Windows, macOS, and mobile devices.

Qualifications

• Experience in an inbound phone-based Service Desk or technical support environment.
• Strong knowledge of Windows 10/11, macOS, and Microsoft 365 apps.
• Active Directory user and group management experience.
• Familiarity with VPN technologies (FortiClient, Cisco AnyConnect).
• Basic networking (DNS/DHCP/TCP/IP) and Wi-Fi troubleshooting.
• Experience using ITSM or ticketing systems.
• Clear communication with users and strong documentation skills.
• Ability to explain technical issues to non-technical users and work fast-paced.

Responsibilities

• Provide inbound phone-based support as part of a high-volume Service Desk.
• Deliver Level 1/2 technical support for IT incidents and requests.
• Achieve First Touch Resolution KPIs through troubleshooting
• Diagnose and resolve issues across hardware, software, network, VPN, security
• Manage user accounts in Active Directory, M365, Intune, Exchange
• Support Windows, macOS and mobile environments
• Use remote tools (N-able) to troubleshoot and resolve issues
• Log and track incidents in ITSM with accurate documentation
• Follow ITIL-inspired incident management to prioritize and close tickets
• Escalate complex issues to appropriate teams or vendors
• Communicate updates and set expectations with users
• Contribute to knowledge base and service-improvement initiatives
• Identify recurring issues for problem management and root-cause analysis

Skills

Inbound phone support

Windows 10/11

macOS

Microsoft 365

Active Directory

VPN technologies

DNS/DHCP/TCP-IP

Wi-Fi troubleshooting

ITSM systems

Communication skills

Problem solving

Documentation

Knowledge sharing

Root cause analysis

Education

Tools

N-able

FortiClient

Cisco AnyConnect

Job description

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join our inbound phone support team. You will be first contact for IT issues, delivering high-quality assistance and ensuring a consistent, customer-focused experience in a fast-paced environment.

The role covers troubleshooting across hardware, software, network, VPN, and security, with Active Directory, M365, and Exchange administration. You will support Windows, macOS, and mobile devices.