Meet: Virtual IT Group (VITG) Founded: 2002
Location: VITG has offices across Australia and New Zealand.
This role is based in their close‐knit North Geelong pod!
Work Style: Hybrid | 4 days onsite
Speciality: IT Services, Cloud Computing, and Managed Services
The Story
Virtual IT Group (VITG) is a 100% Australian-owned MSP/MSSP helping organisations transform technology from a daily frustration into a genuine competitive advantage. With offices across Australia and New Zealand, they support a diverse portfolio of SMEs and national brands across sectors including manufacturing, healthcare and professional services.
You'll be joining their busy North Geelong hub at Federal Mills, part of a high-performing service desk team that keeps business‐critical environments secure, stable and operating at pace.
This role sits at the senior end of the service desk function, focused primarily on Level 3 escalations and complex BAU support. It's hands‐on, technical, customer‐facing, and central to maintaining stability across multiple client environments.
The Role
As a Level 3 Technical Support Engineer, you will act as the senior escalation point within the Geelong pod, working alongside Level 1 and Level 2 engineers to resolve high‐impact and complex technical issues.
This role is approximately 80–90% BAU‐focused, with occasional involvement in project delivery.
Core responsibilities include:
* Acting as the escalation point for complex P1 and high‐severity incidents
* Troubleshooting advanced Windows infrastructure, server, network and cloud issues
* Supporting and maintaining Microsoft environments (Active Directory, Exchange, Office 365, Azure)
* Liaising with third‐party vendors and technology partners
* Supporting networking and firewall environments (Sophos, WatchGuard, Fortinet desirable)
* Providing mentorship and technical guidance to Level 1 and 2 engineers
* Maintaining ownership of larger client environment
* Participating in project design and implementation when required
You'll be expected to deliver exceptional customer service, communicate clearly with clients, and confidently manage high‐pressure incidents where entire environments may be impacted.
What's In It For You?
This is an excellent opportunity for a senior support engineer who enjoys staying hands‐on and thrives in a fast‐paced MSP environment.
Why apply?
* Join a close‐knit, collaborative team with strong customer focus
* Work in a respected Australian‐owned MSP with national reach
* Gain exposure to diverse multi‐client environments
* Hybrid flexibility (with performance‐based flexibility over time)
* Be recognised as a senior technical authority within your pod
* Opportunity to mentor others and grow into technical leadership
This role will suit someone with 5+ years' IT experience at a senior support level who enjoys solving complex problems, owning escalations end‐to‐end, and building trusted advisor relationships with clients.
If you're looking for a stable, well‐supported team environment where you can remain deeply technical while progressing your career — I'd love to hear back from you!
#J-18808-Ljbffr