Level 3 Technical Support Engineer

Job Description

Meet: Virtual IT Group (VITG)

Founded: 2002
Location: VITG has offices across Australia and New Zealand.
This role is based in their closeknit 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.
Youll 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. Its 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 8090% 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

Youll be expected to deliver exceptional customer service communicate clearly with clients and confidently manage high-pressure incidents where entire environments may be impacted.

Whats 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 youre looking for a stable well-supported team environment where you can remain deeply technical while progressing your career Id love to hear back from you!