Level 2 - Service Technician at EPIC IT

Australia, Connecticut, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Nov, 26

Salary

95000.0

Posted On

17 Sep, 26

Experience

1 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Information Services

Description

Full job description

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

Responsibilities