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About the Role
As an IT Service Desk Engineer, you will be responsible for providing level 2 support across hardware, software, network, and Microsoft 365 environments, acting as a technical escalation point for Service Desk Analysts. Join our Transitions team in Australia and help redefine the customer experience.
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.
- Triage tickets and escalate to specialized teams when necessary.
- Monitor and action alerts from monitoring and management systems.
- Create, update, and maintain relevant client documentation in line with best practice standards.
- Mentor junior team members.
- Communicate effectively with end users, providing clear updates and managing expectations.
- Create documentation and update the internal knowledge base.
- Develop strong rapport with the end user during each engagement via email and phone, ensuring timely resolution of incidents or requests.
Requirements
- 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.
- Prior experience with ConnectWise (Desirable).
- Prior experience with PowerShell scripting (Desirable).
- Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools (Desirable).
- A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.
Skills
- Windows 10/11
- macOS
- Microsoft 365
- Exchange Online
- Teams
- SharePoint
- Networking fundamentals
- DNS
- DHCP
- TCP/IP
- Wi-Fi
- VPN troubleshooting
- Active Directory
- Entra ID (Azure AD)
- Vsphere
- Vmware
- HyperV
- ITIL
- Incident management
- ConnectWise
- PowerShell scripting
- Ticketing systems
- Remote support software
- Monitoring tools
Location
- Australia
Work Type
- Hybrid working
- Full-time
Experience Level
- Level 2 support
Education Level
- Microsoft based certifications (Desirable)
- ITIL certification (Desirable)
- Relevant tertiary qualification in Information Technology (Desirable)
Benefits
- Hybrid working with team anchor days
- Extensive training and development opportunities
- Extensive discounts and benefits
- Choice of IT equipment
- Access to cost-price tech for personal needs
- Fun team events
About the Company
- Centorrino Technologies (CT) is a community that goes beyond expectations, recognized as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68.
- The company is a hub of inspiration and creativity where employees love to work.
- CT celebrates diversity and enables every voice to be heard as we drive to create the world we want.
- The company values innovation, inclusivity, variety, and diverse backgrounds.
Equal Opportunity
- 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.