Job Description
Elevate Your Career with Epic IT: Where Innovation Meets Opportunity
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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 ****, 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 ****, **** & ****; 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 in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.
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About the Role
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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?
n 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.
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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.
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What You'll Do
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Advanced Troubleshooting & Escalation Management: Serve as a primary point of contact for complex, high-severity technical issues and escalations, ensuring swift and efficient resolution.
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Root Cause Analyst: Conduct thorough analyses of recurring problems to identify root causes and implement effective preventive solutions across client systems.
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Client Communication Champion: Collaborate directly with clients on critical escalations, providing clear, timely updates, technical explanations, and actionable next steps.
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System Administration Expertise: Provide expert-level support for intricate infrastructure issues across servers, networking, security, and cloud services (Microsoft 365, Azure, AWS).
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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.
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Proactive System Monitoring: Utilize RMM tools to monitor client infrastructure, identify potential issues, and prevent downtime before it impacts clients.
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Solutions-Service Bridge: Act as a vital liaison between our solutions and service desk teams, ensuring seamless project handover and providing feedback for continuous improvement.
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Documentation Custodian: Maintain precise and up-to-date technical documentation for troubleshooting guides, client infrastructure configurations, and service workflows.
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Process Improvement Contributor: Proactively identify opportunities to enhance service delivery processes and team efficiency, contributing to continual improvements.
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Required Qualifications & Skills
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Extensive Technical Expertise:
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Infrastructure & Network Management:



In-depth experience with server management, network configurations, and troubleshooting across various environments (e.g., Windows Server, Active Directory, firewalls, switches).
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Cloud & Security Knowledge: Strong understanding of Microsoft 365, Azure, and cybersecurity best practices, including firewall management, VPNs, and threat protection.
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Problem-Solving & Service Focus:
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Outstanding analytical and problem-solving skills, with a focus on rapid issue resolution and meticulous root cause identification.
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A keen eye for identifying and implementing service improvements to optimize processes and elevate overall service performance.
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Exceptional verbal and written communication skills, with the ability to clearly explain complex technical issues to both technical and non-technical stakeholders.
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Ability to handle high-pressure client situations with professionalism and diplomacy.
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Preferred Qu alifications & Skills
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Prior experience in a team lead, mentorship, or supervisory role within an IT service environment
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Advantages and Perks:
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Fantastic renumeration package with opportunity to progress salary and earn more.
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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.
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The opportunity to be responsible for clients and their systems, and be an active decision maker in their ICT direction.
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Abundance of support and opportunity for personal development and progression though company funded study schedules, exams plus mentoring.
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Ongoing development through study and certification opportunities, including Microsoft Certs and well many more well known industry certifications.
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Work from home opportunities and schedules.
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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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📌 System Administrator (Perth)
🏢 Epic IT
📍 Perth