Service Desk Engineer (Senior)

Job Description

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 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our growing team.

We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for an IT Service Desk Engineer to provide technical support to our clients. As the IT Service Desk Engineer, you will be a key member of the ICT support team, responsible for delivering advanced technical assistance to end-users through inbound phone support, remote troubleshooting, and proactive problem resolution.

Requirements

What you'll do

• Handle inbound phone calls and provide Level 1 and Level 2 support for IT-related issues. 

• Meeting strong First Touch Resolution KPIs 

• Diagnose and resolve hardware, software, network, VPN, and security-related issues. 

• Perform user account administration (Active Directory, Intune, Exchange, M365 etc.). 

• Troubleshoot and support Windows, macOS, and mobile devices. 
• Provide remote desktop support using tools such as NABLE. 
• Deliver exceptional customer service by effectively communicating technical solutions in a user-friendly manner. 
• Manage customer expectations and provide clear status updates on ongoing issues. 
• Log all support activities in the ITSM system with detailed notes and resolution steps. 
• Follow ITIL-based incident management processes to prioritise and resolve tickets efficiently. 
• Escalate unresolved technical issues to other teams or vendors as needed. 
• Identify recurring issues and contribute to problem management and root cause analysis. 
• Maintain and update knowledge base articles to improve self-service capabilities. 
• Contribute to process improvement initiatives for better efficiency and user experience. 
• Ensure compliance with security policies and IT best practices. 
• Assist in training Service Desk Analysts and provide guidance on troubleshooting techniques. 
• Share knowledge and best practices within the team. 

What you'll bring

• Experience in a high-volume Service Desk environment handling inbound phone support. 

• Strong knowledge of Windows 10/11, macOS, and Microsoft 365 (Intune, Exchange, OneDrive, Teams, SharePoint, etc.). 

• Expertise in Active Directory (user management, group policies, permissions, etc.). 

• Experience with VPN troubleshooting (FortiClient, Cisco AnyConnect, etc.). 

• Basic networking knowledge (DNS, DHCP, TCP/IP, Wi-Fi troubleshooting). 

• Experience with ticketing systems or similar ITSM tools 
• Excellent phone etiquette and communication skills. 

• Ability to explain technical concepts to non-technical users. 

• Strong problem-solving skills and attention to detail. 

• Ability to work in a fast-paced, high-pressure environment. 

• Strong documentation skills. 

Benefits

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

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• 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.