Service Desk Engineer – Inbound Team

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🔥 3 hours ago

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Centorrino Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

📚 Education

Cybersecurity • SaaS • Education

Centorrino Technologies is an IT services and solutions provider focused on delivering exceptional customer experience and secure technology environments. Based in Australia and New Zealand, they offer a wide range of services, including managed IT services, cybersecurity solutions, project delivery, and cloud computing. With a commitment to continuous improvement, Centorrino Technologies serves organizations across various sectors such as government, healthcare, education, and not-for-profit. The company is known for its engineering-led approach, ensuring that technology implementations are secure and efficient. Additionally, they maintain certifications like ISO 27001 and are involved in social impact initiatives, including being carbon neutral and supporting charities.

📋 Description

• 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

🎯 Requirements

• 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

• 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.*