IT Service Desk Engineer — Fast-Paced, Multiplatform Support

Centorrino Technologies Pty Ltd.; Victoria; On-site; AUD 65,000 - 90,000; Full time

Job summary

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join a fast-paced inbound support team in Australia. You will be the first point of contact, delivering Level 1/2 technical support and ensuring high-quality service across Windows, macOS, VPN, and Microsoft 365 environments.

You will troubleshoot, document incidents, participate in knowledge sharing, and contribute to service improvement while delivering clear communication to end users.

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.
• 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.

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.
• Achieve strong First Touch Resolution KPIs through 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.
• Log, track, and update all incidents and requests in ITSM systems with documentation.
• Follow ITIL-based incident management processes to prioritise and resolve tickets.
• Escalate complex or unresolved issues to 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.

Skills

Phone-based support

Windows 10/11

macOS

Microsoft 365

Active Directory

VPN technologies

Networking basics

ITSM tools

Communication

Troubleshooting

Documentation

Tools

N-able

Job description

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join a fast-paced inbound support team in Australia. You will be the first point of contact, delivering Level 1/2 technical support and ensuring high-quality service across Windows, macOS, VPN, and Microsoft 365 environments.

You will troubleshoot, document incidents, participate in knowledge sharing, and contribute to service improvement while delivering clear communication to end users.