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Key ResponsibilitiesProvide high-volume inbound phone support as a member of the Service Desk team. Deliver Level 1 and Level 2 technical support for IT incidents and service requests. Achieve high First Touch Resolution KPIs through effective troubleshooting. Diagnose and resolve issues across hardware, software, network, VPN, and security environments. Administer user accounts in Active Directory, Microsoft 365, Intune, and Exchange. Support various environments including Windows, macOS, and mobile devices. Utilize remote support tools (e.g., N-able) to troubleshoot effectively. Document, track, and update all incidents and requests in ITSM systems. Follow ITIL-based processes to prioritize and manage tickets. Escalate complex issues to relevant technical teams or vendors. Maintain clear communication with users, providing updates and setting expectations. Contribute to knowledge base articles and support continuous service improvement initiatives. Identify recurring problems and assist in problem management and root cause analysis. What We SeekExperience in a phone-based Service Desk or technical support environment. Strong knowledge of Windows 10/11, macOS, and Microsoft 365 applications. Experience with Active Directory user management. Familiarity with VPN technologies (e.g., FortiClient, Cisco AnyConnect). Basic networking knowledge including DNS, DHCP, TCP/IP, and Wi-Fi troubleshooting. Experience with ITSM or ticketing systems. Excellent communication skills and phone etiquette. Able to explain technical issues to non-technical users clearly. Strong problem-solving skills with attention to detail. Ability to thrive in a fast-paced, high-volume inbound support environment. Proficient in documentation and knowledge-sharing.
About the job
Centorrino Technologies (CT) seeks an IT Service Desk Engineer to join the inbound support team in Adelaide. This position handles incoming phone requests from end users, providing timely and effective technical assistance for a range of IT issues.
What you will do
Serve as the first point of contact for IT-related inquiries by phone
Troubleshoot and resolve technical problems for end users
Maintain clear and professional communication throughout each support call
Deliver consistent, high-quality service in a busy support environment
What we value
Strong communication skills and a commitment to service excellence
Ability to work effectively as part of an inbound support team
Enthusiasm for helping others solve technical challenges
Centorrino Technologies has been recognized as a Great Place to Work for 2024-2025 and as one of Australia’s Best Places to Work for Medium & Large Size businesses in 2025. The company maintains a high employee Net Promoter Score (eNPS) of 68, reflecting a positive team culture and ongoing commitment to quality.
About Centorrino Technologies
At Centorrino Technologies, we are not just about technology; we are about building a community that excels. Our accolades as a Great Place to Work and our outstanding employee engagement score reflect our commitment to creating a positive workplace. With a focus on innovation and continuous improvement, we aim to exceed expectations and foster a collaborative environment.
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