Service Desk Engineer - Transitions

Centorrino-Technologies-1; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Centorrino Technologies in Australia is seeking a Service Desk Engineer (Level 2) to provide escalation support across Windows 10/11, macOS, and Microsoft 365, and to serve as a technical escalation point for the Service Desk Analysts within the Transitions team.

You will triage tickets, lead investigations of major incidents, monitor alerts, maintain client documentation and internal knowledge bases, communicate clearly with end users, and mentor junior engineers while delivering timely

Qualifications

• Experience supporting Windows 10/11 and macOS environments.
• Proficiency with Microsoft 365 apps including Exchange Online, Teams and SharePoint.
• Strong understanding of AD/Entra ID and hybrid virtualization knowledge.

Responsibilities

• Provide escalation support and act as a key escalation point for the Service Desk.
• Lead investigations of major incidents with timely communication.
• Triage tickets and coordinate with specialised teams as needed.
• Monitor alerts from systems and maintain client documentation.
• Create and update internal knowledge base; mentor junior team members.
• Communicate clearly with end users and manage expectations.

Skills

Windows 10/11

macOS

Microsoft 365 applications

DNS/DHCP/TCP-IP

VPN troubleshooting

Active Directory / Entra ID

Vsphere / Vmware / Hyper-V

ITIL / incident management

Communication skills

Tools

ConnectWise

PowerShell scripting

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.

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 specialised 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

Desirable:

• Prior experience with ConnectWise
• Prior experience with PowerShell scripting