{"id":779448,"url":"https://alion.io/job/epic-it-level-2-service-technician","title":"Level 2 - Service Technician","company":{"id":674365,"name":"Epic IT Solutions","domain":"epic-it.com","url":"https://alion.io/company/epic-it-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Perth, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":57000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-05-06T05:11:54Z","employer_posted_date":"2026-05-06","last_verified_at":"2026-10-31T22:31:47Z","board_verified":true,"closed_at":null,"days_open":178,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":178},"description":"Elevate Your Career with Epic IT: Where Innovation Meets Opportunity\nAt 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 IT landscapes across Perth, Sydney, and Brisbane by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN Fast50 award winner, we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.\nWe 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.\nLooking 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.\nJob Summary\nWe'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.\nYou'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.\nKey Responsibilities\nClient-Facing Site Work\nConduct regular floor sweeps and proactive site visits, identifying issues before clients raise them\nBuild genuine relationships with client staff - you're a familiar, trusted face, not a rotating stranger\nAttend client sites across Perth, Sydney, and Brisbane as required for hands-on troubleshooting and support\nOwn a vehicle and hold a current Australian driving licence for site travel\nService Desk & Escalation\nProvide Level 2 IT support as part of the escalation team, picking up where Level 1 hands off\nRespond to and resolve technical issues via phone, email, and remote tools\nHandle service outages and escalated incidents with urgency and professionalism\nEnsure SLA compliance and consistently high client satisfaction\nTechnical Delivery\nSupport Microsoft 365 and Azure environments, including on-premise to cloud migration work\nProvide server support in Windows Server domain environments, including on-prem and cloud AD functionality\nAssist with the setup, configuration, and maintenance of client systems\nWork closely with technicians in other states to deliver consistent support across time zones\nDocumentation & Communication\nMaintain clear, professional communication with clients and internal teams\nAccurately document work completed and contribute to knowledge base articles\nConsult with clients on short and long-term solutions, not just the fix in front of you\nTechnical Requirements\nCore Skills\nMinimum 2 years MSP or IT support experience\nMinimum 2 years experience with Microsoft 365 and Azure, particularly on-premise to cloud migration work\nMinimum 2 years providing server support in Windows Server domain environments, including on-prem/cloud AD\nMinimum 2 years in service desk roles supporting Microsoft-based solutions\nMinimum TAFE Certificate IV or undergraduate degree (IT or Business preferred)\nNatural client-facing communication skills, with the ability to consult on short and long-term solutions\nStrong time management and task prioritisation\nNice to Have\nUniversity degree in a related field (e.g. Computer Science, Computing, or Networking)\nMicrosoft certification in progress or completed (Server, 365, or similar)\nMicrosoft CSP/NCE licensing experience\nCCNA, MCSA/MCSE, or other higher-level industry certification\nCloud backup platform experience\nTeam or service leadership qualities for future progression\nWhat We Offer\nCompensation & Growth\nCompetitive salary with clear opportunity to progress\nCompany-funded study, exams, and mentoring to support certification and career progression\nOngoing development through Microsoft certifications and other recognised industry credentials\nA genuine break-out path onto the front lines of cybersecurity, cloud, and ICT infrastructure delivery\nWork Environment\nClient site visits across Perth and Brisbane\nWork from home flexibility alongside on-site client work\nReal ownership of client systems and a real say in their ICT direction\nThe Team\nWork alongside a talented Solutions Development Team, plus passionate, motivated colleagues across all three cities\nCollaborative environment where asking questions is encouraged\nClients who value quality work and long-term relationships\nWhat This Role Isn't\nNot a desk-only role - 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