IT Support Technician

Virtual IT Group; Melbourne; On-site; AUD 50,000 - 70,000; Full time

Job summary

Virtual IT Group in Melbourne is seeking an IT Support Technician (L1) to be the first point of contact for our customers, delivering friendly, efficient and secure support. You’ll resolve a variety of issues and help customers get back to work quickly.

You’ll handle a high volume of calls across Microsoft 365, Windows, Active Directory and networking, with guidance from experienced analysts and a clear development path within VITG.

Qualifications

• 1 to 3 years’ experience supporting Microsoft 365 and Windows environments in a customer-focused role.
• Positive, can-do attitude with a strong desire to help others
• Entry-level certifications such as AZ-900 or MS-900, or equivalent training

Responsibilities

• Represent Virtual IT Group by supporting customers as the first point of contact and enabling day-to-day operations.
• Managing a high volume of incoming calls within specified timeframes, information gathering and raising tickets to wider support teams.
• Troubleshooting a range of technical issues across Microsoft 365, Windows, Active Directory, and everyday networking, from password resets, MFA, and account unlocks to Wi‑Fi, VPN, and printer problems.

Skills

IT support

Customer service

Microsoft 365

Windows OS

Active Directory

Job description

At Virtual IT Group, we’re a client-centric organisation focused on building long-lasting relationships with our clients.

We’re on the lookout for an IT Support Technician (L1) to join our Melbourne team and truly make a difference. This is a key and fundamental position. It’s about delivering exceptional customer service, which is at the heart of everything we do.

In this role, you’ll be the first point of contact for our customers, acting as their go-to for their everyday tech needs, offering friendly, efficient, secure, and diligent support exactly when they need it. For us, success isn’t measured by tickets closed. It’s measured by how customers feel after every interaction: helped, heard, and never left waiting.

What you’ll be doing:

• Representing Virtual IT Group by supporting our customers and resolving their technical issues as their first point of contact and enabling them in their day-to-day operations.
• Managing a high volume of incoming calls within specified timeframes, information gathering and raising tickets to wider support teams.
• Troubleshooting a range of technical issues across Microsoft 365, Windows, Active Directory, and everyday networking, from password resets, MFA, and account unlocks to Wi‑Fi, VPN, and printer problems.

Underpinning all of this is the beauty of working with a supportive team of people who are passionate about what they do. You’ll learn from our L2 analysts, build your technical skills & experience, and have a clear development path within VITG.

To be successful in this role you will:

• Be passionate about IT and have 1 to 3 years’ experience supporting Microsoft 365 and Windows environments in a customer-focused role
• Bring a positive, can-do attitude with a strong desire to help and support others
• Hold entry-level certifications such as AZ-900 or MS-900, or equivalent training and experience
• MSP experience is preferred.