Service Desk Engineer - Transitions

Centorrino Technologies Pty Ltd.; Sydney; Hybrid; AUD 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Training & development

Staff discounts

IT equipment provided

Team events

Zusammenfassung

Centorrino Technologies Pty Ltd. is seeking an IT Service Desk Engineer to provide level 2 support across Windows, macOS, and Microsoft 365, acting as a key escalation point for Service Desk Analysts in a hybrid Australia-based role.

You will triage tickets, investigate major incidents, monitor alerts, and create/maintain documentation while mentoring junior staff. Strong communication and ITIL knowledge are essential for delivering timely resolutions.

Qualifikationen

• Strong knowledge of Windows 10/11, macOS, and Microsoft 365 apps
• Experience administering Microsoft 365, Exchange Online, Teams, and SharePoint
• Excellent verbal and written communication; explain technical issues simply
• Networking fundamentals including DNS, DHCP, TCP/IP, Wi-Fi, VPN troubleshooting
• Strong Active Directory and Entra ID (Azure AD) management
• Understanding of hypervisors (Vsphere/VMware/Hyper-V)
• Customer service orientation; can work under pressure
• Strong problem-solving and efficiency
• Ability to work in a fast-paced environment and handle multiple tasks
• Understanding of ITIL principles and incident management

Aufgaben

• Provide escalation support and act as technical escalation point for the Service Desk
• Lead investigations of major incidents with timely communication and escalation as needed
• Triage tickets and escalate to specialised teams when necessary
• Monitor and action alerts from monitoring and management systems
• Create documentation and maintain internal knowledge base; mentor junior members
• Communicate effectively with end users, providing clear updates
• Develop strong rapport with end users to ensure timely incident resolution
• Create and update client documentation in line with best practice standards

Kenntnisse

Communication skills

Customer service orientation

Problem solving

Ability to work under pressure

Multi-tasking

Ausbildung

Relevant tertiary qualification in Information Technology

Microsoft certifications

Tools

ConnectWise

PowerShell

Ticketing systems

Remote support software

Monitoring tools

Jobbeschreibung

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
• 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.

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