Job Description

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!