Level 2 - Service Technician

Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

At Epic IT, we're more than just a Managed Service Provider – we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming IT landscapes across Perth, Sydney, and Brisbane by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN Fast50 award winner, we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.

We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job – you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry.

Looking to be part of a forward-thinking team that's reshaping IT solutions? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

Job Summary We're looking for a Level 2 Service Technician who thrives on being the face clients look forward to seeing. This is a genuinely client-facing role — you'll be regularly on-site conducting floor sweeps, checking in on outstanding issues, and catching small problems before they become big ones, alongside a solid mix of Level 1 and Level 2 technical work.

You'll triage tickets, resolve end-user issues, escalate where needed, and see problems through to resolution — all while building the kind of relationship with a client that makes them trust Epic IT with their next decision, not just their next ticket.

Key Responsibilities

Client-Facing Site Work

• Conduct regular floor sweeps and proactive site visits, identifying issues before clients raise them
• Build genuine relationships with client staff — you're a familiar, trusted face, not a rotating stranger
• Attend client sites across Perth, Sydney, and Brisbane as required for hands-on troubleshooting and support
• Own a vehicle and hold a current Australian driving licence for site travel

Service Desk & Escalation

• Provide Level 2 IT support as part of the escalation team, picking up where Level 1 hands off
• Respond to and resolve technical issues via phone, email, and remote tools
• Handle service outages and escalated incidents with urgency and professionalism
• Ensure SLA compliance and consistently high client satisfaction

Technical Delivery

• Support Microsoft 365 and Azure environments, including on-premise to cloud migration work
• Provide server support in Windows Server domain environments, including on-prem and cloud AD functionality
• Assist with the setup, configuration, and maintenance of client systems
• Work closely with technicians in other states to deliver consistent support across time zones

Documentation & Communication

• Maintain clear, professional communication with clients and internal teams
• Accurately document work completed and contribute to knowledge base articles
• Consult with clients on short and long-term solutions, not just the fix in front of you

Technical Requirements

Core Skills

• Minimum 2 years MSP or IT support experience
• Minimum 2 years experience with Microsoft 365 and Azure, particularly on-premise to cloud migration work
• Minimum 2 years providing server support in Windows Server domain environments, including on-prem/cloud AD
• Minimum 2 years in service desk roles supporting Microsoft-based solutions
• Minimum TAFE Certificate IV or undergraduate degree (IT or Business preferred)
• Natural client-facing communication skills, with the ability to consult on short and long-term solutions
• Strong time management and task prioritisation

Nice to Have

• University degree in a related field (e.g. Computer Science, Computing, or Networking)
• Microsoft certification in progress or completed (Server, 365, or similar)
• Microsoft CSP/NCE licensing experience
• CCNA, MCSA/MCSE, or other higher-level industry certification
• Cloud backup platform experience
• Team or service leadership qualities for future progression

What We Offer

Compensation & Growth

• Competitive salary with clear opportunity to progress
• Company-funded study, exams, and mentoring to support certification and career progression
• Ongoing development through Microsoft certifications and other recognised industry credentials
• A genuine break-out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery

Work Environment

• Client site visits across Perth, Sydney, and Brisbane
• Work from home flexibility alongside on-site client work
• Real ownership of client systems and a real say in their ICT direction

The Team

• Work alongside a talented Solutions Development Team, plus passionate, motivated colleagues across all three cities
• Collaborative environment where asking questions is encouraged
• Clients who value quality work and long-term relationships

What This Role Isn't

• Not a desk-only role — you'll be on-site with clients regularly, and that's a feature, not a fallback
• Not "follow the script" — you'll need to think critically and consult on real solutions
• Not a pure remote role — site visits are core to the job, not occasional
• Not for someone who wants to fix a ticket and move on — this role is about the relationship as much as the resolution