Senior Support Technician

About the Role and Company

At First Focus Australia, a leading Managed Service Provider with over 400 team members across Australia, New Zealand, and the Philippines, we value professionalism and a supportive workplace. Our 15 years of steady and profitable growth reflects our commitment to doing IT support right—no toxic cultures, no guesswork management, and a firm stance against burnout.

You won't be just handling tickets here. As a Senior Support Technician, or Client SME, you will become the trusted technical expert for your clients, thoroughly understanding their environments to provide real solutions rather than quick fixes.

Responsibilities

• Delivering remote and phone-based IT support to clients
• Serving as the primary technical expert for designated client environments
• Supporting systems running Microsoft technologies including Active Directory, Azure, Entra, and Microsoft 365
• Managing cloud services, backup, antivirus solutions, and virtualization platforms such as Hyper-V, Citrix, and Veeam
• Resolving Level 2 and Level 3 technical issues across a diverse technology stack
• Collaborating with project engineers and escalation teams to uphold best technical practices
• Documenting procedures and solutions meticulously, leveraging AI tools for efficiency improvements

Candidate Requirements

• Comprehensive knowledge of Active Directory replication, DNS, and Group Policy Objects (GPO)
• Proven experience in supporting end users and managing Active Directory environments
• Strong understanding of Windows Server roles, Azure services, Microsoft 365, and Entra identity solutions
• Broad exposure to infrastructure elements from desktops to network firewalls including LAN/WAN
• Previous MSP experience in multi-client environments preferred
• Familiarity with ticketing systems and customer service, with ConnectWise experience highly regarded
• Excellent communication skills to explain technical concepts clearly and understandably
• A genuine passion for solving problems and helping clients, beyond just resolving tickets

Perks and Benefits

• Attractive salary package with comprehensive benefits
• Free access to Uprise offering 1:1 coaching with certified psychologists or counselors
• Flexible hybrid working arrangements to support work-life balance
• Ten paid study days annually, along with certification sponsorship and exam fees covered
• Regular internal training sessions and access to a learning resource library
• FastTrack mentoring initiative for career growth
• Participation in MAD Council, promoting equality, charitable actions, and environmental efforts
• Engaging social events fostering a positive team culture

Additional Information

We prioritize practical teamwork guided by values such as curiosity, consistent communication, and collective success. We welcome applications from neurodiverse candidates and encourage disclosure to provide supportive adjustments during the hiring process. Our recruitment employs AI-assisted tools strictly as aids; hiring decisions remain human-led, compliant with the New Zealand Privacy Act 2020.

If you are ready to own your technical role and advance professionally in a collaborative environment, we would love to hear from you.