Service Desk Engineer – Transitions

Centorrino Technologies

. Provide level 2 support across hardware, software, network, and Microsoft 365 environments .

Posted 10/16/2026full-timeCoburg • AustraliaMid-LevelSenior💰 A$75,000 - A$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing level 2 support across hardware, software, and network environments, with a strong focus on Microsoft 365 administration and incident management. Capable of mentoring team members while ensuring effective communication and customer service in a fast-paced environment.

Highest-signal resume keywords

Microsoft 365 AdministrationActive Directory ManagementNetworking FundamentalsIncident ManagementCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 10/11MacOSExchange OnlineTeamsSharePointDNSDHCPTCP/IPVPN TroubleshootingPowerShell Scripting

Soft Skills

Excellent Communication SkillsProblem-Solving SkillsAbility to Work Under PressureTime ManagementMentoring

Tools & Technologies

ConnectWiseTicketing SystemsRemote Support SoftwareMonitoring ToolsHyper-VVSphereVMware

Certifications & Qualifications

Microsoft-Based CertificationsITIL CertificationBaseline / NV1 ClearanceVulnerable People CheckPolice Check

Industry Keywords

ITIL PrinciplesIncident Management ProcessesClient DocumentationTechnical EscalationService Desk Support

Tech Stack

Tools & technologies

AzureDNSMacOSTCP/IPVMware

About the role

Key responsibilities & impact

Provide level 2 support across hardware, software, network, and Microsoft 365 environments
Act as a technical escalation point for Service Desk Analysts
Provide escalation support for the Service Desk
Lead investigations into major incidents, ensuring timely communication and escalation
Triage tickets and escalate them to specialised 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, provide clear updates, and manage expectations
Create documentation and update the internal knowledge base
Develop strong rapport with end users via email and phone while ensuring timely incident or request resolution

Requirements

What you’ll need

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 / Hyper-V)
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)
Completion of Microsoft-based certifications (desirable)
Completion of an ITIL certification (desirable)
Relevant tertiary qualification in Information Technology (desirable)
Baseline / NV1 clearance (desirable)
Valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required

Benefits

Comp & perks

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
Diversity and inclusion-focused workplace
Valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required