IT Service Desk Engineer: Growth, Training & Tech Perks

Centorrino Technologies Pty Ltd.; City of Greater Bendigo; On-site; AUD 60,000 - 90,000; Full time

Job summary

Centorrino Technologies Pty Ltd. in Bendigo, VIC is seeking an IT Service Desk Engineer to join the inbound phone support team.

You will be the first point of contact for IT issues, delivering high-quality support and ensuring a customer-focused experience in a fast-paced environment. The role requires experience in Windows 10/11, macOS, and Microsoft 365, plus familiarity with Active Directory, VPN, and ITSM systems.

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.
• 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.

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-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.

Job description

Centorrino Technologies Pty Ltd. in Bendigo, VIC is seeking an IT Service Desk Engineer to join the inbound phone support team.

You will be the first point of contact for IT issues, delivering high-quality support and ensuring a customer-focused experience in a fast-paced environment. The role requires experience in Windows 10/11, macOS, and Microsoft 365, plus familiarity with Active Directory, VPN, and ITSM systems.