Service Desk Engineer – Transitions

About the role

Centorrino Technologies is seeking 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, acting as the primary technical escalation point for Service Desk Analysts.

Key responsibilities

• Provide escalation support and act as the key technical escalation point for the Service Desk.
• Lead investigations of major incidents, ensuring timely communication and escalation.
• Tri­age tickets, escalating to specialised teams when necessary.
• Monitor alerts from monitoring and management systems and take appropriate action.
• Create, update and maintain client documentation and internal knowledge‑base articles.
• Mentor junior team members and communicate clearly with end users.

Required profile

• Strong knowledge of Windows 10/11, macOS and Microsoft 365 applications.
• Experience administering Exchange Online, Teams and SharePoint.
• Excellent verbal and written communication skills with the ability to explain technical issues simply.
• Understanding of ITIL principles and incident‑management processes.
• Ability to work under pressure in a fast‑paced environment.

Required skills

• Windows 10/11, macOS, Microsoft 365, Exchange Online, Teams, SharePoint.
• Networking fundamentals: DNS, DHCP, TCP/IP, Wi‑Fi, VPN troubleshooting.
• Active Directory and Entra ID (Azure AD) user and group management.
• Hypervisor knowledge: vSphere, VMware, Hyper‑V.
• PowerShell scripting (desirable).
• ConnectWise experience (desirable).

What we offer

• Hybrid working model with team anchor days for collaboration.
• Extensive training and development opportunities.
• Discounts, benefits and cost‑price tech for personal use.
• Choice of IT equipment and fun team events.
• Diverse, inclusive culture that values innovation.