IT Service Desk Engineer: Fast-Paced User Support

Centorrino Technologies Pty Ltd.; City of Hobart; Presencial; AUD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training & development

Staff discounts

IT equipment provided

Team events

Descripción de la vacante

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join our inbound phone support team, delivering responsive technical assistance to end users as the first point of contact for IT issues.

You will perform Level 1–2 support, resolve incidents efficiently, and communicate clearly in a fast-paced environment. Strong knowledge of Windows 10/11, macOS, Microsoft 365, and Active Directory is required; ITIL-based processes guide ticket handling.

Formación

• Experience in an inbound phone-based Service Desk environment.

Responsabilidades

• Provide inbound phone-based 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
• Use 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 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

Conocimientos

Inbound phone support

Windows 10/11

macOS support

Microsoft 365

Active Directory

VPN technologies

DNS/DHCP

TCP/IP

ITSM systems

Communication

Documentation

Problem solving

Herramientas

N-able

FortiClient

Cisco AnyConnect

Descripción del empleo

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to join our inbound phone support team, delivering responsive technical assistance to end users as the first point of contact for IT issues.

You will perform Level 1–2 support, resolve incidents efficiently, and communicate clearly in a fast-paced environment. Strong knowledge of Windows 10/11, macOS, Microsoft 365, and Active Directory is required; ITIL-based processes guide ticket handling.