Service Desk Engineer, Transitions – Elevate IT Support

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

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