Job Title

Elevate Your Career with Epic IT: Where Innovation Meets OpportunityAt 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 RoleAs 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 & SkillsAt least 2 years MSP/IT support experience24 to 48 months experience in Microsoft Office 365 and Azure technologies, particularly relevant experience with on-premise to cloud migration works24 to 48 months experience in providing server support in Windows Server Domain Environments, in particular with on-prem / cloud AD functionality24 to 48 months of service desk support roles looking after Microsoft-based solutionsMinimum 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 365Natural client-facing communication skills, with an ability to consult with clients on short and long-term solutionsExcellent time management and task prioritisation skillsTeam / Service leadership qualities for future progressionOnsite Work ExperienceOwn a car and have an up-to-date Australian driving licenseProvide Level 2 IT support as part of the escalation teamRespond to and resolve technical issues via phone, email, and remote toolsAttend client sites across Brisbane as required for hands-on troubleshooting and supportHandle service outages and escalated incidents with urgency and professionalismWork closely with the Perth-based team to deliver consistent support across time zonesMaintain clear, professional communication with clients and internal teamsAccurately document work completed and contribute to knowledge base articlesAssist with setup, configuration, and maintenance of client systemsEnsure SLA compliance and high levels of customer satisfactionPreferred Qualifications & SkillsMicrosoft CSP / NCE licensing experienceCCNA, MCSA/MCSE, or other higher-level industry certificationsExperience with ConnectWise Manage (PSA), Ninja RMMVEEAM, ShadowProtect, or other server-based imaging backup solutionsBenefits and PerksCompetitive remuneration package with opportunities for salary progressionFront-line involvement in cybersecurity, cloud, and ICT infrastructure projectsResponsibility for client systems and active participation in their ICT strategySupport for personal development through company-funded study schedules, exams, and mentoringOngoing certification opportunities, including Microsoft certifications and industry-recognized credentialsWork from home options and flexible schedulesJoin a talented team of passionate, motivated professionals committed to growth and excellence#J-18808-Ljbffr