Senior Support Technician

Let's be honest. If you've worked in IT support for a while, you've probably discovered that "just a quick question" is rarely quick, and "it's probably nothing" almost always turns into something.

If you enjoy solving real problems, building trusted client relationships, and working with a team that actually has your back, you'll probably like it here.

Who we are (and why you might actually like us)

First Focus is Australia's best Managed Service Provider (MSP), with over 400 legends across Australia, New Zealand, and the Philippines. We've been growing for over 15 years, profitably, sustainably, and without turning into a corporate circus.

We're big on doing things properly. That means:

• No toxic nonsense
• No "figure it out yourself" management style
• And no pretending burnout is a personality trait. Not saying it can't happen here, but we don't like it any more than you do and work hard to make sure our teams are properly resourced.

We hire smart people, give them proper support, and then, radical idea, let them do their jobs.

So what's this role really about?

You're not just another ticket jockey.

As a Senior Support Technician (we call this role a Client SME here), you'll be the go-to technical brain for your clients. The person they trust. The one who actually understands their environment, not just someone who Googles error messages faster than everyone else.

You'll own your client environments, solve real problems, and occasionally be the hero (modest applause optional).

Why you'll probably enjoy this

• Hybrid working, because commuting every day is a personality test
• Work alongside genuinely smart engineers (the good kind, not the ego kind)
• Real ownership of client environments, not just "close ticket, move on"
• Clear growth path, we actually promote from within
• Enough variety to keep things interesting, without chaos

Requirements

What you'll be doing

• Providing remote and phone-based support to clients
• Acting as the technical SME for your assigned environments
• Supporting servers, desktops, and applications across Microsoft environments (AD, Azure, Entra, M365)
• Working across cloud, backup, AV and virtualisation platforms like Hyper-V, Citrix and Veeam
• Handling a mix of Level 2 and Level 3 issues across a broad tech stack
• Collaborating with project engineers and escalation teams to maintain best-practice environments
• Documenting everything properly (future you will be grateful) and using AI to make what you do more efficient

What you'll bring

• Solid knowledge of AD replication, DNS and GPO
• Strong experience in end-user support and Active Directory
• Solid knowledge of Windows Server (different server roles), Azure, M365 and Entra
• Exposure across infrastructure, from desktop to firewall (LAN/WAN included)
• Experience working in an MSP or multi-client environment (you've seen things)
• Familiarity with ticketing systems and customer service principles (ConnectWise experience is particularly valued, so if you have it, flag it to us)
• Excellent communication skills, you can explain tech without sounding like a robot
• A genuine desire to help people, not just close tickets

Benefits

A quick note on how we work

We care a lot about how people work together. Not in a "teamwork makes the dream work" poster way, but in a practical, everyday sense.

You'll see our values in action here. We Live Curiously, Always Communicate, and Win Together. If you'd like to learn more about what that means, have a look here:

https://www.firstfocus.com.au/about-us/

The Good Stuff

• Competitive salary package including benefits

• Free access to Uprise, including 1:1 coaching with qualified psychologists or counsellors

• Flexible hybrid working for better work-life balance

• "Never Stop Growing", 10 paid study days per year, certification support and exam fees paid

• Regular internal training and access to our learning library

• FastTrack mentoring program

• MAD (Making A Difference) Council supporting equality, charity and environmental initiatives

• Regular social events and a genuinely great team culture

The important bit (aka apply now)

If you're tired of being just another ticket number, and ready to actually own your work and grow your career, this might be your moment.

Neurodiversity: First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Application Notice: We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the New Zealand Privacy Act 2020.