Level 2 - Service Technician

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, 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

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
• Cloud backup platform experience
• 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 credentials
• A genuine break-out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery

Work Environment

• Client site visits across Perth 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