Centorrino Technologies

• Design, build and maintain CT hosting platforms, ensuring compute, virtualisation, storage and operating system layers are secure, reliable and high performing. • Engineer, configure and support enterprise Linux server environments, including patching, hardening, configuration management and Hypercare activities. • Administer enterprise virtualisation platforms, including hypervisor, cluster and virtual machine lifecycle management. • Build and maintain platform storage solutions that meet performance, resilience, capacity and data protection requirements. • Deliver technical project work through CT change management processes with appropriate risk assessment and rollback planning. • Provide technical expertise and act as an escalation point for complex platform issues and major incidents. • Partner with Presales and Solution Architects to validate solution designs, provide technical guidance and support effort estimation. • Maintain expert knowledge of hosting platforms, vendor technologies, integrations and product roadmaps. • Mentor and support engineers through coaching, knowledge sharing, documentation and technical guidance. • Develop reusable technical documentation, templates, runbooks and standard deployment patterns to improve team capability. • Identify technical skill gaps and contribute to continuous improvement initiatives across the team. • Ensure project deliverables are completed on time, meet quality standards and are successfully transitioned to operational support teams.

Role Description 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. - 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 Qualifications - 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 - 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.

• Lead, mentor and develop the Digital Workplace team, fostering a high-performance and collaborative culture. • Conduct regular one-on-ones, performance reviews and development planning. • Build technical capability through coaching, knowledge sharing and targeted training. • Support recruitment, onboarding, succession planning and employee engagement initiatives. • Provide technical leadership by guiding complex issue resolution and promoting best practice. • Develop strong relationships with internal stakeholders and customers, taking ownership of service outcomes. • Oversee the day-to-day operation of the Digital Workplace service, including incidents, requests, major incidents, problem management and escalations. • Monitor queue health, workload distribution, engineer utilisation and service performance to ensure SLA compliance and high-quality customer outcomes. • Proactively identify risks, manage capacity and drive operational stability through continual service improvement. • Own and continuously improve Digital Workplace services, including Microsoft 365, Identity & Access Management, Audio Visual & Collaboration, and File & Print Services. • Drive service improvements through automation, self-service, process standardisation and reduction of repeat incidents and escalations. • Ensure technical documentation, knowledge articles and operating procedures remain accurate, current and fit for purpose. • Conduct quality reviews of tickets, customer communications and technical standards, providing coaching to improve service quality and first contact resolution.

• Conduct risk assessments and ensure compliance with relevant Australian cybersecurity regulations and standards (e.g., Privacy Act, ASD Essential 8, ISO 27001). • Manage third-party security risks and support internal governance processes. • Monitor security events, lead incident response efforts, and investigate potential threats to minimize impact on client operations and ensure timely resolution. • Develop and enforce cybersecurity policies, deliver security training to staff and clients, and promote a culture of awareness and shared responsibility for information security. • Identify vulnerabilities, manage patching processes, and advise on the design of secure infrastructure solutions aligned with Australian best practices. • Develop and maintain business continuity and disaster recovery plans. Collaborate with internal teams and prepare clear, actionable security reports for clients and stakeholders.

• Develop and implement security policies and procedures for project environments, ensuring alignment with industry standards and government guidelines (PSPF, ISM). • Monitor, assess, and manage vulnerabilities in systems and applications, and configure security tools like firewalls, IDS, and anti-malware software in collaboration with IT. • Create and maintain documentation for security protocols, incident response plans, and guidelines to ensure consistency and compliance across projects. • Stay current with cybersecurity trends and deliver security awareness training to foster a proactive security culture among stakeholders and partners. • Lead incident response efforts, including containment, eradication, recovery, and communication of risks and solutions to improve security practices. • Conduct comprehensive cyber risk assessments of systems and technologies to ensure compliance with government policies and enhance overall security posture. • Continuously improve cybersecurity services by implementing new strategies, tools, and best practices to stay ahead of emerging threats. • Manage and maintain agreed service levels, ensuring that cyber security operations align with organisational goals.

• The Database Analyst is responsible for the maintenance, performance, integrity, and security of enterprise databases used across education environments. • This includes supporting education-specific platforms (e.g., TASS, Synergetic, Schoolbox, Edval, Canvas). • You will ensure the availability of data to end users while implementing policies and procedures for database governance, optimisation, and disaster recovery. • This role involves working closely with internal teams, clients, and vendors to provide database support, ensure system integrations, and drive performance improvements in line with best practices and regulatory requirements (e.g., privacy and data sovereignty standards).

• Provide technical support and administration for business applications across Windows and mobile environments. • Troubleshoot application installation, performance, access, compatibility, and functionality issues. • Respond to application incidents, service requests, and escalations, ensuring timely resolution and clear communication. • Manage the application lifecycle, including packaging, deployment, updates, maintenance, and retirement. • Support application testing, version control, release readiness, and post-deployment validation. • Deploy and manage applications using Microsoft Intune, Group Policy, and other enterprise management platforms. • Configure and maintain application settings, policies, and security requirements to ensure compliance. • Monitor application deployments, resolve installation issues, and maintain application health and reliability. • Meet service level agreements (SLAs) while delivering a high standard of customer support. • Maintain accurate technical documentation, knowledge articles, and support procedures. • Contribute to continuous improvement initiatives that enhance application management, user experience, and operational efficiency. • Collaborate with cross-functional teams to deliver high-quality technology solutions. • Stay current with emerging technologies and recommend improvements to tools, processes, and service delivery.

• Provide first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems. • Manage inbound and outbound calls and emails to investigate and resolve end user issues. • Triage inbound calls and tickets and escalate to senior teams when necessary. • Manage end user accounts and devices across modern platforms • Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members. • Create documentation and updating internal knowledge base. • Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.

Role Description At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Cyber Analyst to join our team in Melbourne and/or Perth. This role requires NV1 security clearance. - Conduct real-time monitoring of security alerts and incidents utilising our SIEM tools (FortiSIEM and MS Sentinel) to ensure swift identification and resolution of potential threats. - Utilise vulnerability management tools such as Tenable and MS Defender to report on vulnerabilities within customer environments and propose appropriate remediation plans. - Conduct security awareness training sessions for customers to foster a security-conscious culture. - Conduct regular security meetings with CT customers by generating reports and presenting findings. - Collaborate with all stakeholders to configure and fine-tune security tools, including EDR solutions, application control, firewalls, intrusion detection systems, and anti-malware software. - Develop and maintain comprehensive documentation on security procedures and guidelines. - Stay up-to-date with the latest cyber security trends, technologies, and best practices to continuously enhance our security posture. Qualifications - An NV1 Security Clearance is required to be eligible for this role. - Experience with any SIEM products, ideally FortiSIEM and/or Microsoft Sentinel. - Familiarity with IDS/IPS, EDR Solutions, cloud technologies and endpoint protection. - Knowledge of network protocols, security architectures, and information security frameworks. - Ideally experience in conducting vulnerability assessments and remediation. - Excellent analytical and problem-solving skills, with the ability to think critically and respond quickly to security incidents. - Effective communication and teamwork skills, with the ability to convey complex technical concepts to non-technical stakeholders. - Ideally experience in conducting vulnerability assessments and remediation using products such as Tenable and Microsoft Defender. - Working with user Cybersecurity Awareness training software such as uSecure or Microsoft based training modules. - Relevant certifications are beneficial (e.g., Tenable Vulnerability Management Specialist Course, SC-900, SC-200, SC-100). Benefits - 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.

• Maintain and enhance in-house web applications developed in Classic ASP. • Support and administer integrations with the Visual Files case management/document management system. • Develop and modify front-end website functionality, forms, workflows, and user interfaces. • Troubleshoot application, database, and integration issues. • Perform system testing, bug fixes, and application upgrades. • Maintain technical documentation and system architecture records. • Liaise with internal stakeholders to gather requirements and implement enhancements. • Ensure security, performance, and availability of legacy applications. • Provide ad hoc technical support and advice regarding Visual Files and related systems.