Service Desk Engineer (Level 2) - Transitions Team

About the role

Centorrino Technologies is looking for a Service Desk Engineer to join its Transitions team in Australia. You will provide Level 2 support across hardware, software, network and Microsoft 365 environments and act as a technical escalation point for Service Desk Analysts.

Key responsibilities

• Provide escalation support and act as a key technical escalation point for the Service Desk.
• Lead investigations of major incidents, ensuring timely communication and escalation where needed.
• Triage tickets and escalate them to specialised teams when necessary.
• Monitor and act on alerts from monitoring and management systems.
• Create, update and maintain client documentation in line with best practice, and mentor junior team members.
• Communicate clearly with end users by email and phone, managing expectations and resolving incidents promptly.
• Create and update internal knowledge base documentation.

Required profile

• Strong knowledge of Windows 10/11, macOS and Microsoft 365 applications.
• Experience administering Microsoft 365, Exchange Online, Teams and SharePoint.
• Strong verbal and written communication, able to explain technical issues simply.
• Strong customer service orientation and ability to work under pressure in a fast-paced environment.
• Desirable: prior experience with ConnectWise, PowerShell scripting, enterprise IT tools (ticketing, remote support, monitoring), Microsoft-based certifications, ITIL certification and a tertiary qualification in Information Technology.
• A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Required skills

• Networking fundamentals: DNS, DHCP, TCP/IP, Wi-Fi and VPN troubleshooting.
• Active Directory and Entra ID (Azure AD) user and group management.
• Understanding of hypervisors (vSphere, VMware, Hyper-V).
• ITIL principles and incident management processes.

What we offer

• Hybrid working with team anchor days.
• Extensive training and development opportunities.
• Discounts and benefits, and a choice of IT equipment.
• Fun team events.