Service Desk Engineer - Transitions

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!
At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Engineer to join our Transitions team in Australia.
As an IT Service Desk Engineer, you will be responsible for providing level 2 support across hardware, software, network, Microsoft 365 environments and act as a technical escalation point for Service Desk Analysts.
Requirements
What you’ll do:
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 escalate 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.
What you’ll bring:
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
Strong understanding of networking fundamentals including DNS, DHCP, TCP/IP, Wi-Fi, and VPN troubleshooting
Strong knowledge of Active Directory and Entra ID (Azure AD) user and group management
Understanding of various hypervisors (Vsphere / Vmware / HyperV)
Strong customer service orientation and ability to work well under pressure
Excellent problem-solving skills and efficiency
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Understanding of ITIL principles and incident management processes
Desirable:
Prior experience with ConnectWise
Prior experience with PowerShell scripting
Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools.
Completion of Microsoft based certifications
Completion of an ITIL certification
Relevant tertiary qualification in Information Technology
Baseline / NV1 clearance
Benefits
Why You'll Love Working Here:
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
Hybrid working with team anchor days to support collaboration
Extensive training and development opportunities that enable continual growth as part of your career planning.
Extensive discounts and benefits to maximise your money.
A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.
Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Work arrangement
No