Job Description
/n Job Summary/n 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. /n 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 Responsibilities
/n Client-Facing Site Work /n /n
- Conduct regular floor sweeps and proactive site visits, identifying issues before clients raise them /n
- Build genuine relationships with client staff — you're a familiar, trusted face, not a rotating stranger /n
- Attend client sites across Perth, Sydney, and Brisbane as required for hands-on troubleshooting and support /n
- Own a vehicle and hold a current Australian driving licence for site travel /n /n Service Desk & Escalation /n /n
- Provide Level 2 IT support as part of the escalation team, picking up where Level 1 hands off /n
- Respond to and resolve technical issues via phone, email, and remote tools /n
- Handle service outages and escalated incidents with urgency and professionalism /n
- Ensure SLA compliance and consistently high client satisfaction /n /n Technical Delivery /n /n
- Support Microsoft 365 and Azure environments, including on-premise to cloud migration work /n
- Provide server support in Windows Server domain environments,



including on-prem and cloud AD functionality /n
- Assist with the setup, configuration, and maintenance of client systems /n
- Work closely with technicians in other states to deliver consistent support across time zones /n /n Documentation & Communication /n /n
- Maintain clear, professional communication with clients and internal teams /n
- Accurately document work completed and contribute to knowledge base articles /n
- Consult with clients on short and long-term solutions, not just the fix in front of you /n Technical Requirements/n Core Skills /n /n
- Minimum 2 years MSP or IT support experience /n
- Minimum 2 years experience with Microsoft 365 and Azure, particularly on-premise to cloud migration work /n
- Minimum 2 years providing server support in Windows Server domain environments, including on-prem/cloud AD /n
- Minimum 2 years in service desk roles supporting Microsoft-based solutions /n
- Minimum TAFE Certificate IV or undergraduate degree (IT or Business preferred) /n
- Natural client-facing communication skills, with the ability to consult on short and long-term solutions /n
- Robust time management and task prioritisation /n /n Nice to Have /n /n
- University degree in a related field (e.g. Computer Science, Computing, or Networking) /n
- Microsoft certification in progress or completed (Server,



365, or similar) /n
- Microsoft CSP/NCE licensing experience /n
- CCNA, MCSA/MCSE, or other higher-level industry certification /n
- Cloud backup platform experience /n
- Team or service leadership qualities for future progression /n

What We Offer
/n Compensation & Growth /n /n
- Competitive salary with clear opportunity to progress /n
- Company-funded study, exams, and mentoring to support certification and career progression /n
- Ongoing development through Microsoft certifications and other recognised industry credentials /n
- A genuine break-out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery /n /n Work Environment /n /n
- Client site visits across Perth and Brisbane /n
- Work from home flexibility alongside on-site client work /n
- Real ownership of client systems and a real say in their ICT direction /n /n The Team /n /n
- Work alongside a talented Solutions Development Team, plus passionate, motivated colleagues across all three cities /n
- Collaborative environment where asking questions is encouraged /n
- Clients who value quality work and long-term relationships /n What This Role Isn't/n /n
- Not a desk-only role — you'll be on-site with clients regularly, and that's a feature, not a fallback /n
- Not "follow the script" — you'll need to think critically and consult on real solutions /n
- Not a pure remote role — site visits are core to the job, not occasional /n
- Not for someone who wants to fix a ticket and move on — this role is about the relationship as much as the resolution /n /n

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