Job Description

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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, escalate where needed, 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 Responsibilitiesn

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 clear, 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 Requirementsn

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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- Cloud backup platform experience
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- Team or service leadership qualities for future progression
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What We Offern

Compensation & Growth

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- Market-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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Work Environment

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- Client site visits across Perth 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'tn n
- 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 (Brisbane)
🏢 Epic IT
📍 Brisbane