Service Desk Engineer: Transitions | Escalations & ITIL

Centorrino-Technologies-1; Melbourne; On-site; AUD 70,000 - 110,000; Full time

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Job summary

Centorrino Technologies is seeking a Service Desk Engineer in Australia to join the Transitions team. The role focuses on level 2 support across Windows, macOS, and Microsoft 365 environments, acting as a technical escalation point for Service Desk Analysts.

You will triage tickets, investigate major incidents, monitor alerts, and document knowledge as you mentor junior teammates to ensure timely resolutions and excellent user communication.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows 10/11

macOS

Microsoft 365

Exchange Online

Teams

SharePoint

DNS/DHCP/TCP-IP

Active Directory

Azure AD/Entra ID

Vsphere/VMware/HyperV

ITIL

Communication skills

Customer service

Problem-solving

Tools

ConnectWise

PowerShell

Job description

Centorrino Technologies is seeking a Service Desk Engineer in Australia to join the Transitions team. The role focuses on level 2 support across Windows, macOS, and Microsoft 365 environments, acting as a technical escalation point for Service Desk Analysts.

You will triage tickets, investigate major incidents, monitor alerts, and document knowledge as you mentor junior teammates to ensure timely resolutions and excellent user communication.