Centorrino Technologies is hiring a Service Desk Administrator

Centorrino Technologies (CT) is looking for a Service Desk Administrator to join our team. In this role, you will provide first-level technical support, focusing on resolving client issues related to file access, storage, permissions, and printing. You'll respond to service desk tickets, ensure timely resolution, and deliver exceptional customer service as part of our mission to redefine the customer experience.

What You'll Do

• Provide tier 1/2 support for File and Printer related incidents and service requests.
• Respond to, investigate, and resolve tickets related to file access, file shares, user permissions, folder redirection, and mapped drives.
• Provide support for print-related issues including printer queue errors, driver configuration, printer mapping, and connectivity.
• Administer shared and network drive permissions in Active Directory or equivalent platforms.
• Configure and support user access to shared folders and secure print environments.
• Troubleshoot group policy-related file and print issues.
• Assist in maintaining and managing print servers, queues, and associated infrastructure.
• Escalate unresolved issues to the next level of support in accordance with SLAs.
• Document all work performed in the ticketing system.
• Proactively identify and report trends in recurring issues.
• Liaise with third-party vendors as required to support print management hardware/software.
• Participate in continuous improvement of documentation and knowledge base for file and print incidents.
• Deliver outstanding customer service via phone, email, remote sessions, and face-to-face interactions.

What We're Looking For

• Solid experience in a Level 1 or 2 Service Desk or Technical Support role.
• Strong experience with Microsoft Windows (10/11) and Windows Server environments (2012R2/2016/2019/2022).
• Proficient in Active Directory user and group management.
• Familiar with printer and queue management (e.g., PaperCut, Windows Print Server).
• Knowledge of SMB/CIFS file sharing protocols and mapped network drives.
• Understanding of permission inheritance, security groups, and NTFS permissions.
• Experience using remote desktop tools.
• Excellent customer service and communication skills.
• Experience using a ticketing system such as ConnectWise.
• Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
• Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
• Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
• Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.
• A valid Vulnerable People / Working with Children Check (WWCC) and Police Check.

Nice to Have

• ITIL experience or understanding of service management practices.

Technical Stack

• Microsoft Windows (10/11)
• Windows Server (2012R2/2016/2019/2022)
• Active Directory
• PaperCut
• Windows Print Server
• SMB/CIFS file sharing protocols
• ConnectWise

Benefits & Compensation

• 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.

Work Mode

This is a hybrid position based in Hobart.

Centorrino Technologies celebrates diversity, enables every voice to be heard, and is an equal opportunity employer.