Job DescriptionElevate Your Career with Epic IT: Where Innovation Meets OpportunityAt 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.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 SummaryWe'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 in office 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, ... 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 ResponsibilitiesClient-Facing Site WorkConduct regular floor sweeps and proactive site visits, identifying issues before clients raise themBuild genuine relationships with client staff — you're a familiar, trusted face,



not a rotating strangerAttend client sites across Perth, Sydney, and Brisbane as required for hands‐on troubleshooting and supportOwn a vehicle and hold a current Australian driving licence for site travelService Desk & EscalationProvide Level 2 IT support as part of the escalation team, picking up where Level 1 hands offRespond to and resolve technical issues via phone, email, and remote toolsHandle service outages and escalated incidents with urgency and professionalismEnsure SLA compliance and consistently high client satisfactionTechnical DeliverySupport Microsoft 365 and Azure environments, including on‐premise to cloud migration workProvide server support in Windows Server domain environments, including on‐prem and cloud AD functionalityAssist with the setup, configuration, and maintenance of client systemsWork closely with technicians in other states to deliver consistent support across time zonesDocumentation & CommunicationMaintain clear, professional communication with clients and internal teamsAccurately document work completed and contribute to knowledge base articlesConsult with clients on short and long‐term solutions, not just the fix in front of youTechnical RequirementsCore SkillsMinimum 2 years MSP or IT support experienceMinimum 2 years experience with Microsoft 365 and Azure, particularly on‐premise to cloud migration workMinimum 2 years providing server support in Windows Server domain environments,



including on‐prem/cloud ADMinimum 2 years in service desk roles supporting Microsoft‐based solutionsMinimum 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 solutionsStrong time management and task prioritisationNice to HaveUniversity 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 experienceCCNA, MCSA/MCSE, or other higher‐level industry certificationTeam or service leadership qualities for future progressionWhat We OfferCompensation & GrowthCompetitive salary with clear opportunity to progressCompany‐funded study, exams, and mentoring to support certification and career progressionOngoing development through Microsoft certifications and other recognised industry credentialsA genuine break‐out path onto the front lines of cybersecurity, cloud, and ICT infrastructure deliveryClient site visits across Perth, Sydney, and BrisbaneWork from home flexibility alongside on‐site client workReal ownership of client systems and a real say in their ICT directionThe TeamWork alongside a talented Solutions Development Team, plus passionate, motivated colleagues across all three citiesCollaborative environment where asking questions is encouragedClients who value quality work and long‐term relationshipsWhat This Role Isn'tNot a desk‐only role — you'll be on‐site with clients regularly, and that's a feature, not a fallbackNot "follow the script" — you'll need to think critically and consult on real solutionsNot a pure remote role — site visits are core to the job, not occasionalNot 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 (Sydney)
🏢 Epic IT
📍 Sydney