Service Desk Engineer – Inbound Team

Centorrino Technologies

IT Service Desk Engineer providing phone-based technical support and resolving IT-related incidents. Join Centorrino Technologies and be part of a diverse and innovative team in Australia.

Posted 7/15/2026full-timeRemote • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Level 1 and Level 2 technical support, with strong knowledge of Windows, macOS, and Microsoft 365 environments. Proficient in troubleshooting hardware, software, and network issues while adhering to ITIL-based incident management processes.

Highest-signal resume keywords

Level 1 And Level 2 Technical SupportActive Directory User And Group ManagementWindows 10/11 And macOS SupportITSM Or Ticketing Systems ExperienceStrong Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingUser Account AdministrationVPN TechnologiesBasic Networking KnowledgeDocumentationKnowledge Base ContributionRoot Cause AnalysisFirst Touch ResolutionIncident Management

Soft Skills

Strong Communication SkillsAttention To DetailPhone EtiquetteAbility To Explain Technical IssuesAbility To Work In Fast-Paced Environment

Tools & Technologies

Microsoft 365IntuneExchangeN-ableFortiClientCisco AnyConnect

Industry Keywords

Service DeskITILIncident ManagementTechnical Support EnvironmentHigh-Volume Support

Tech Stack

Tools & technologies

DNSITSMMacOSTCP/IP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.*