Service Desk Engineer - Inbound Team

Centorrino Technologies Pty Ltd.; Dubbo; Presencial; AUD 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Training & development

Employee discounts

Tech equipment

Team events

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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

Conhecimentos

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

Formação académica

Ferramentas

N-able

FortiClient

Cisco AnyConnect

Descrição da oferta de emprego

Job Description

Description

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we're not stopping there.

We are seeking an IT Service Desk Engineer to join our inbound phone support team, providing responsive and effective technical assistance to end users. In this role, you will be the first point of contact for IT-related issues, delivering high-quality support over the phone and ensuring a consistent, customer-focused experience. You will play a key role in resolving technical problems efficiently while maintaining strong communication and service standards in a fast-paced support environment.

Requirements

What You'll Do

• 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

What You'll Bring

• 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

Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.