Service Desk Engineer - Transitions | Hybrid IT Support

Centorrino Technologies Pty Ltd.; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Staff discounts

IT equipment provided

Team events

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Communication skills

Customer service orientation

Problem solving

Ability to work under pressure

Multi-tasking

Education

Relevant tertiary qualification in Information Technology

Microsoft certifications

Tools

ConnectWise

PowerShell

Ticketing systems

Remote support software

Monitoring tools

Job description

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.