Level 1 - Service Technician at Epic IT

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

12 Jan, 26

Salary

0.0

Posted On

14 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft Office 365, Azure Technologies, Windows Server, Active Directory, Service Desk Support, Client Communication, Time Management, Task Prioritization, Team Leadership, Technical Support, Troubleshooting, Documentation, Cloud Migration, Cyber Security, Backup Solutions, ConnectWise Manage

Industry

IT Services and IT Consulting

Description

About the Role As a Level 1 - 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 jump into a mix of Level 1 and Level 2 technical tasks primarily directly from phone calls or assigned tickets from the dispatch team — 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. Required Qualifications & Skills At least 1 year+ MSP/IT support experience 12 to 24 months experience in Microsoft Office 365 and Azure technologies, particularly relevant experience with on-premise to cloud migration works 12 to 24 months experience in providing server support in Windows Server Domain Environments, in particular with on-prem / cloud AD functionality 12 to 24 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 1 IT support as part of the service delivery team Respond to and resolve technical issues via phone, email, and remote tools Attend client sites across Perth as required for hands-on troubleshooting and support Efficiently handle service outages and escalated incidents with urgency and professionalism Work closely with the Perth-based team to deliver consistent support across time zones Maintain clear, professional communication with clients and internal teams Accurately document work completed and contribute to knowledge base articles Assist with the setup, configuration, and maintenance of client systems Ensure SLA compliance and high levels of customer satisfaction 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 renumeration 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 Service Delivery Team along with other passionate, fun and motivated team members to help you develop further and grow.

Responsibilities

As a Level 1 - Service Technician, you will visit customer sites to conduct checks and proactively identify issues. You will also handle technical tasks from phone calls or tickets, ensuring client satisfaction and effective problem resolution.