Level 2 - Service Technician

Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

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 the IT landscape by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018, and 2024; 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.

About the Role

As a Level 2 - Service Technician at Epic IT, you'll be the friendly, reliable face our clients look forward to seeing each week.

This is a dynamic, client-facing role where you’ll regularly visit customer sites to conduct floor sweeps, check in on outstanding issues, and proactively identify small problems before they become big ones. You’ll also handle a mix of Level 1 and Level 2 technical tasks — from triaging tickets and resolving end-user issues to escalating where needed and seeing problems through to resolution.

Strong, clear communication is key — you’ll act as both a trusted technician and a relationship builder, ensuring clients feel heard, supported, and confident in our service delivery.

Required Qualifications & Skills

- At least 2 years MSP/IT support experience
- 24 to 48 months experience in Microsoft Office 365 and Azure technologies, particularly relevant experience with on-premise to cloud migration works
- 24 to 48 months experience in providing server support in Windows Server Domain Environments, in particular with on-prem / cloud AD functionality
- 24 to 48 months of service desk support roles looking after Microsoft-based solutions
- Minimum TAFE Certificate IV or Undergraduate Degree (Preferably IT or Business)
- University Degree in related fields (e.g., Bachelor of Computer Science or Bachelor of Computing / Networking)
- A start to Microsoft or other Industry Certifications, such as Microsoft Certification in Server or Office 365
- Natural client-facing communication skills, with an ability to consult with clients on short and long-term solutions
- Excellent time management and task prioritisation skills
- Team / Service leadership qualities for future progression
- Onsite Work Experience
- Own a car and have an up-to-date Australian driving license
- Provide Level 2 IT support as part of the escalation team
- Respond to and resolve technical issues via phone, email, and remote tools
- Attend client sites across Brisbane as required for hands-on troubleshooting and support
- Handle service outages and escalated incidents with urgency and professionalism
- Work closely with the Perth-based team to deliver consistent support across time zones
- Maintain clear, professional communication with clients and internal teams
- Accurately document work completed and contribute to knowledge base articles
- Assist with setup, configuration, and maintenance of client systems
- Ensure SLA compliance and high levels of customer satisfaction

Preferred Qualifications & Skills

- Microsoft CSP / NCE licensing experience
- CCNA, MCSA/MCSE, or other higher-level industry certifications
- Experience with ConnectWise Manage (PSA), Ninja RMM
- VEEAM, ShadowProtect, or other server-based imaging backup solutions

Benefits and Perks

- Competitive remuneration package with opportunities for salary progression
- Front-line involvement in cybersecurity, cloud, and ICT infrastructure projects
- Responsibility for client systems and active participation in their ICT strategy
- Support for personal development through company-funded study schedules, exams, and mentoring
- Ongoing certification opportunities, including Microsoft certifications and industry-recognized credentials
- Work from home options and flexible schedules
- Join a talented team of passionate, motivated professionals committed to growth and excellence

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