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Service Desk Engineer @Centorrino Technologies

[Hiring] Service Desk Engineer @Centorrino Technologies

Apr 02, 2025 - Centorrino Technologies is hiring a remote Service Desk Engineer. 💸 Salary: unspecified. 📍Location: Australia.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

  • 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.

Qualifications

  • 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

  • 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.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: Australia
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Service Desk Engineer @Centorrino Technologies
Customer Service
Salary 💸 unspecified
Remote Location
Australia
Job Type full-time
Posted Apr 02, 2025
Apply for this position Unlock 54,624 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Australia
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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