Elevate Your Career with Epic IT: Where Innovation Meets Prospect

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 qualified 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, ... 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

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 credentialsA genuine break‑out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery

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

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📌 Level 2 - Service Technician (Brisbane)
🏢 Epic IT
📍 Brisbane