Overview
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 by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018 & 2024, we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions. We empower our team to reach new heights and cultivate a culture that encourages leadership and celebrates success. When you join Epic IT, 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. If you're looking to be part of a forward-thinking team reshaping IT solutions, Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.
About The Role
As a Level 2 - Service Technician at Epic IT, you'll be the friendly, reliable face our clients look forward to seeing each week. This is a dynamic, client-facing role where you'll regularly visit customer sites to conduct floor sweeps, check in on outstanding issues, and proactively identify small problems before they become big ones. You'll also perform a mix of Level 1 and Level 2 technical tasks—from triaging tickets and resolving end-user issues to escalating where needed and seeing problems through to resolution. Strong, clear communication is key — you'll act as both a trusted technician and a relationship builder, ensuring clients feel heard, supported, and confident in our service delivery.
Responsibilities
* Attend client sites across Perth or Brisbane as required for hands-on troubleshooting and support
* Conduct floor sweeps, check in on outstanding issues, and proactively identify small problems before they become big ones
* Triaging tickets and resolving end-user issues, escalating when needed, and seeing problems through to resolution
* Maintain clear, professional communication with clients and internal teams
* Assist with the setup, configuration, and maintenance of client systems
* Accurately document work completed and contribute to knowledge base articles
* Ensure SLA compliance and high levels of customer satisfaction
* Provide Level 2 IT support as part of the escalation team
* Respond to and resolve technical issues via phone, email, and remote tools
* Work closely with the Perth-based team to deliver consistent support across time zones
Required Qualifications & Skills
* At least 2 years MSP/IT support experience
* 24 to 48 months experience in Microsoft Office 365 and Azure technologies, particularly relevant experience with on-premise to cloud migration works
* 24 to 48 months experience in providing server support in Windows Server Domain Environments, in particular with on-prem / cloud AD functionality
* 24 to 48 months of service desk support roles looking after Microsoft based solutions
* Minimum TAFE Certificate IV or Undergraduate Degree (Preferably IT or Business)
* University Degree in relating fields preferable (Example: Bachelor of Computer Science or Bachelor of Computing / Networking)
* A start to Microsoft or other Industry Certifications, such as Microsoft Certification in Server or Office 365
* Natural client facing communication skills, with an ability to consult with clients on short and long term solutions
* Excellent time management and task prioritisation skills
* Team / Service leadership qualities for future progression
* Onsite Work Experience
* Own a car and have an up to date Australian driving license
* Provide Level 2 IT support as part of the escalation team
* Respond to and resolve technical issues via phone, email, and remote tools
Preferred Qualifications & Skills
* Microsoft CSP / NCE licensing experience
* Online cloud backup platform experience
* CCNA, MCSA/MCSE, or other higher level industry certification
* Experience with ConnectWise Manage (PSA), Ninja RMM
* VEEAM, ShadowProtect, or other server based imaging backup solutions
Benefits And Perks
* Fantastic remuneration package with opportunity to progress salary and earn more.
* Break-out career opportunity to be on the front lines of cyber security, cloud and ICT infrastructure delivering and designing quality solutions to quality customers.
* The opportunity to be responsible for clients and their systems, and be an active decision maker in their ICT direction.
* Abundance of support and opportunity for personal development and progression though company funded study schedules, exams plus mentoring.
* Ongoing development through study and certification opportunities, including Microsoft Certs and well many more well known industry certifications.
* Work from home opportunities and schedules.
* Be part of a talented Senior Solutions Development Team along with other passionate, fun and motivated team members to help you develop further and grow.
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