Senior Support Technician

About First Focus

First Focus is a well-established Managed Service Provider (MSP) operating across Australia, New Zealand, and the Philippines for over 15 years. The company emphasizes a supportive, non-toxic work environment where employees are equipped to excel without unnecessary pressure or burnout.

• No toxic workplace behaviours.
• Supportive management, not expecting employees to figure everything out independently.
• Strong focus on preventing burnout through proper resourcing.

At First Focus, smart individuals are hired, supported effectively, and trusted to perform their roles autonomously.

Role Overview

The Senior Support Technician acts as a Client Subject Matter Expert (SME), deeply understanding client environments and building trusted relationships rather than merely handling tickets.

Key Responsibilities

• Deliver remote and telephonic technical support to assigned clients.
• Serve as the technical SME for dedicated client environments.
• Maintain and troubleshoot Microsoft environments, including Active Directory (AD), Azure, Entra, and Microsoft 365.
• Manage cloud infrastructure, backup solutions, antivirus, and virtualization platforms such as Hyper-V, Citrix, and Veeam.
• Address a range of Level 2 and Level 3 technical issues across diverse technologies.
• Collaborate closely with project and escalation engineers to uphold best-practice configurations.
• Ensure comprehensive documentation of all work and leverage AI tools for enhanced efficiency.

Candidate Requirements

• In-depth understanding of AD replication, DNS, and Group Policy Objects (GPO).
• Demonstrated experience in end-user technical support and Active Directory management.
• Strong familiarity with Windows Server roles, Azure, Microsoft 365, and Entra ID.
• Exposure to a broad infrastructure scope, including desktops and firewalls with LAN/WAN knowledge.
• Previous experience operating within an MSP or multi-client environment.
• Working knowledge of ticketing systems and customer service principles; ConnectWise experience is highly regarded.
• Excellent communication skills with the ability to explain technical topics clearly and empathetically.
• A genuine commitment to assisting clients beyond merely resolving tickets.

Benefits and Culture

• Competitive remuneration package with additional benefits.
• Access to Uprise, including confidential 1:1 coaching with professional psychologists or counsellors.
• Flexible hybrid working arrangements promoting work-life balance.
• Ten paid study days annually, support for certifications, and coverage of exam fees under the "Never Stop Growing" initiative.
• Regular access to internal training sessions and an extensive learning library.
• Participation in the FastTrack mentoring program.
• Active involvement in the MAD (Making A Difference) Council focusing on equality, charity, and environmental efforts.
• Regular social events fostering a positive and supportive team environment.

Additional Information

First Focus values Teamwork, Communication, and Curiosity as core principles. The company explicitly encourages applications from neurodiverse candidates and offers flexible arrangements to support showcasing individual talents. AI-assisted recruitment is used solely for screening and does not influence hiring decisions. Candidate data is managed under the New Zealand Privacy Act 2020.