Service Desk Engineer, Transitions – Elevate IT Support

Centorrino Technologies Pty Ltd.; Sydney; Hybrid; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Discounts & benefits

IT equipment selection

Team events

Diversity & inclusion

Job summary

Centorrino Technologies Pty Ltd. is seeking a Service Desk Engineer to join the Transitions team in Australia. You will provide level 2 support across hardware, software, networking, and Microsoft 365 environments, acting as a technical escalation point for Service Desk Analysts.

You will triage tickets, investigate major incidents, monitor alerts, and maintain client documentation while mentoring junior staff. Hybrid working with team anchor days is offered to support collaboration.

Qualifications

• Proficient with Windows 10/11, macOS and Microsoft 365 apps.
• Experience with Exchange Online, Teams and SharePoint.
• Strong networking fundamentals (DNS, DHCP, TCP/IP, Wi‑Fi, VPN).
• Active Directory and Entra ID (Azure AD) management.
• Knowledge of hypervisors (Vsphere/VMware, Hyper-V).
• Customer-facing service mindset and ability to work under pressure.

Responsibilities

• Provide level 2 escalation and act as escalation point for Service Desk.
• Lead investigations of major incidents with timely communication.
• Triage tickets and escalate to specialist teams.
• Monitor and act on alerts from monitoring systems.
• Create and maintain client documentation; mentor juniors.

Skills

Windows 10/11

macOS

Microsoft 365 apps

Exchange Online

Teams

SharePoint

Networking basics

DNS

DHCP

TCP/IP

Wi‑Fi

VPN troubleshooting

Active Directory

Entra ID (Azure AD)

Vsphere / VMware

Hyper‑V

ITIL concepts

Education

Relevant tertiary IT qualification

Microsoft certifications

ITIL certification

Tools

ConnectWise

PowerShell scripting

Ticketing systems

Remote support software

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.

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 escalat[e?] 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

• 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. 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.