Job Description
Elevate Your Career with Epic IT: Where Innovation Meets Opportunity
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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 ****, 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.
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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.
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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.
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Job Summary
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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.
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You'll triage tickets, resolve end-user issues, ... 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.
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Key Responsibilities
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Client-Facing Site Work
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Conduct regular floor sweeps and proactive site visits, identifying issues before clients raise them
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Build genuine relationships with client staff — you're a familiar, trusted face, not a rotating stranger
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Attend client sites across Perth, Sydney,



and Brisbane as required for hands‐on troubleshooting and support
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Own a vehicle and hold a current Australian driving licence for site travel
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Service Desk & Escalation
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Provide Level 2 IT support as part of the escalation team, picking up where Level 1 hands off
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Respond to and resolve technical issues via phone, email, and remote tools
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Handle service outages and escalated incidents with urgency and professionalism
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Ensure SLA compliance and consistently high client satisfaction
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Technical Delivery
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Support Microsoft 365 and Azure environments, including on‐premise to cloud migration work
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Provide server support in Windows Server domain environments, including on‐prem and cloud AD functionality
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Assist with the setup, configuration, and maintenance of client systems
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Work closely with technicians in other states to deliver consistent support across time zones
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Documentation & Communication
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Maintain transparent, professional communication with clients and internal teams
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Accurately document work completed and contribute to knowledge base articles
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Consult with clients on short and long‐term solutions, not just the fix in front of you
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Technical Requirements
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Core Skills
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Minimum 2 years MSP or IT support experience
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Minimum 2 years experience with Microsoft 365 and Azure, particularly on‐premise to cloud migration work
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Minimum 2 years providing server support in Windows Server domain environments, including on‐prem/cloud AD
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Minimum 2 years in service desk roles supporting Microsoft-based solutions
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Minimum TAFE Certificate IV or undergraduate degree (IT or Business preferred)
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Natural client-facing communication skills, with the ability to consult on short and long‐term solutions
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Strong time management and task prioritisation
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Nice to Have
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University degree in a related field (e.g. Computer Science, Computing, or Networking)
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Microsoft certification in progress or completed (Server, 365, or similar)
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Microsoft CSP/NCE licensing experience
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CCNA, MCSA/MCSE, or other higher‐level industry certification
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Team or service leadership qualities for future progression
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What We Offer
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Compensation & Growth
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Competitive salary with clear opportunity to progress
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Company‐funded study, exams, and mentoring to support certification and career progression
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Ongoing development through Microsoft certifications and other recognised industry credentials
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A genuine break‐out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery
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Client site visits across Perth, Sydney, and Brisbane
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Work from home flexibility alongside on‐site client work
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Real ownership of client systems and a real say in their ICT direction
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The Team
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Work alongside a talented Solutions Development Team, plus passionate, motivated colleagues across all three cities
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Collaborative environment where asking questions is encouraged
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Clients who value quality work and long‐term relationships
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What This Role Isn't
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Not a desk‐only role — you'll be on‐site with clients regularly, and that's a feature, not a fallback
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Not "follow the script" — you'll need to think critically and consult on real solutions
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Not a pure remote role — site visits are core to the job, not occasional
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Not for someone who wants to fix a ticket and move on — this role is about the relationship as much as the resolution
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📌 Level 2 - Service Technician (Western Australia)
🏢 Epic IT
📍 Western Australia