Service Desk Engineer - Transitions

Centorrino Technologies Pty Ltd.; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Employee discounts

IT equipment provided

Team events

Job summary

Centorrino Technologies Pty Ltd. in Melbourne is seeking a proactive IT Service Desk Engineer to join our Transitions team.

You will provide level 2 support across Windows, Microsoft 365, and network services, acting as a technical escalation point for Service Desk Analysts. You’ll triage incidents, document processes, mentor junior staff, and maintain knowledge bases while delivering clear updates to end users.

Qualifications

• Proven experience in level 2 IT support and incident management.
• Strong knowledge of Windows/macOS and Microsoft 365 applications.
• Familiarity with Active Directory and Azure AD.
• Understanding of ITIL processes and incident lifecycle.

Responsibilities

• Provide escalation support for Service Desk and act as escalation point.
• Lead investigation of major incidents with timely communication.
• Triage tickets and escalate to specialized teams as needed.
• Monitor alerts from monitoring/management systems.
• Create and maintain client documentation; mentor juniors.
• Communicate clearly with end users and manage expectations.
• Develop knowledge base and internal documentation.
• Build rapport with users and resolve incidents efficiently.

Skills

Windows 10/11

Microsoft 365

Networking basics

Communication skills

Customer service

Problem solving

Education

IT degree

ITIL certification

NV1 clearance

Tools

ConnectWise

PowerShell

Remote support

Ticketing systems

Monitoring tools

Job 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 Great 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're on a mission to redefine the customer experience, and we need a passionate Service Desk Engineer to join our Transitions team in Australia.

As an IT Service Desk Engineer, you will be responsible for providing level 2 support across hardware, software, network, Microsoft 365 environments and act as a technical escalation point for Service Desk Analysts.

Requirements

What you’ll do:

• Provide escalation support and act as a key technical escalation point for the Service Desk
• Take a lead role in investigating major incidents ensuring timely communication and escalation where needed
• Triage tickets and elevate to specialized teams when necessary
• Monitor and action alerts from monitoring and management systems
• Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members.
• Communicate effectively with end users, providing clear updates and managing expectations
• 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.

What you’ll bring:

• Strong knowledge of Windows 10/11, macOS, and Microsoft 365 applications
• Experience administering Microsoft 365, Exchange Online, Teams, and SharePoint
• Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
• Strong understanding of networking fundamentals including DNS, DHCP, TCP/IP, Wi‑Fi, and VPN troubleshooting
• Strong knowledge of Active Directory and Entra ID (Azure AD) user and group management
• Understanding of various hypervisors (Vsphere / Vmware / HyperV)
• Strong customer service orientation and ability to work well under pressure
• Excellent problem-solving skills and efficiency
• Ability to work in a fast‑paced environment and handle multiple tasks simultaneously.
• Understanding of ITIL principles and incident management processes
• Prior experience with ConnectWise
• Prior experience with PowerShell scripting
• Hands‑on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
• Completion of Microsoft based certifications
• Completion of an ITIL certification
• Relevant tertiary qualification in Information Technology
• Baseline / NV1 clearance

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:

• Hybrid working 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.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.