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 Excellent 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 robust 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.

📌 Service Desk Engineer (Dubbo)
🏢 CENTORRINO TECHNOLOGIES
📍 Dubbo