Service Desk Engineer - Inbound Team at Centorrino Technologies

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 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, 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.RequirementsWhat You’ll DoProvide inbound phone-based support as part of a high-volume Service Desk teamDeliver Level 1 and Level 2 technical support for IT-related incidents and service requestsAchieve strong First Touch Resolution KPIs through effective troubleshooting and problem-solvingDiagnose and resolve issues across hardware, software, network, VPN, and security environmentsPerform user account administration in Active Directory, Microsoft 365, Intune, and ExchangeSupport Windows, macOS, and mobile device environmentsUse remote support tools (e.g. N-able) to troubleshoot and resolve issuesLog, track, and update all incidents and requests in ITSM systems with accurate documentationFollow ITIL-based incident management processes to prioritise and resolve ticketsEscalate complex or unresolved issues to appropriate technical teams or vendorsCommunicate clearly with users, providing regular updates and setting expectationsContribute to knowledge base articles and continuous service improvement initiativesIdentify recurring issues and support problem management and root cause analysisWhat You’ll BringExperience in an inbound phone-based Service Desk or technical support environmentStrong knowledge of Windows 10/11, macOS, and Microsoft 365 applicationsExperience with Active Directory user and group managementFamiliarity with VPN technologies (e.g. FortiClient, Cisco AnyConnect)Basic networking knowledge including DNS, DHCP, TCP/IP, and Wi-Fi troubleshootingExperience using ITSM or ticketing systemsStrong communication skills with excellent phone etiquetteAbility to explain technical issues clearly to non-technical usersStrong problem-solving skills with attention to detailAbility to work effectively in a fast-paced, high-volume inbound support environmentStrong documentation and knowledge-sharing capabilityBenefitsWhy 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. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Service Desk Engineer - Inbound Team

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

Anita Bekavac

Adam Centorrino

About Centorrino Technologies:

www.ct.com.au/

Admin access needed

Payment confirmed

A member of the Torre team will contact you shortly