Full job description

Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

At Epic IT, we're more than just an Managed Service Provider – we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming Perth's IT landscape 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 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 in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

About the Role

Are you a highly experienced and technically astute System Administrator with a passion for solving complex IT challenges and a knack for high-level problem resolution? Do you have the drive to make a significant impact on diverse client environments?

As a leading Managed Service Provider (MSP) based in North Perth, we're seeking a dedicated and technically proficient Level 3 System Administrator to join our growing team. This pivotal role requires deep technical expertise to tackle high-severity infrastructure and system issues, ensuring optimal performance and reliability for our valued clients.

If you thrive in a fast-paced environment, possess an unwavering commitment to rapid issue resolution, and are looking for a role where your advanced skills are truly leveraged, we want to hear from you! While this is primarily a hands-on technical role, preferred experience will include team lead or mentorship responsibilities.

What You'll Do

Advanced Troubleshooting & Escalation Management: Serve as a primary point of contact for complex, high-severity technical issues and escalations, ensuring swift and efficient resolution.
Root Cause Analyst: Conduct thorough analyses of recurring problems to identify root causes and implement effective preventive solutions across client systems.
Client Communication Champion: Collaborate directly with clients on critical escalations, providing clear, timely updates, technical explanations, and actionable next steps.
System Administration Expertise: Provide expert-level support for intricate infrastructure issues across servers, networking, security, and cloud services (Microsoft 365, Azure, AWS).
Tier 2/3 Escalation Handling: Ensure timely resolution of tickets escalated from Level 2 or junior team members, adhering to ITIL best practices and SLAs.
Proactive System Monitoring: Utilize RMM tools to monitor client infrastructure, identify potential issues, and prevent downtime before it impacts clients.
Solutions-Service Bridge: Act as a vital liaison between our solutions and service desk teams, ensuring seamless project handovers and providing feedback for continuous improvement.
Documentation Custodian: Maintain precise and up-to-date technical documentation for troubleshooting guides, client infrastructure configurations, and service workflows.
Process Improvement Contributor: Proactively identify opportunities to enhance service delivery processes and team efficiency, contributing to continual improvements.

Responsibilities