Senior Support Technician

About the Role

This position offers an opportunity to join First Focus, a prominent Managed Service Provider with a strong presence in Australia, New Zealand, and the Philippines for over 15 years. The company values a healthy work environment with no toxic culture, supportive management, and emphasis on balanced workloads to prevent burnout. As a Senior Support Technician, also known internally as Client Subject Matter Expert (SME), you will be the trusted technical advisor for your clients, owning and solving challenges across their IT environments.

Key Responsibilities

• Deliver remote and phone support to clients promptly and professionally.
• Serve as the technical SME responsible for assigned client environments.
• Support Microsoft servers, desktops, and applications including Active Directory (AD), Azure, Entra, and Microsoft 365.
• Work with cloud solutions, backup systems, antivirus, and virtualization tools such as Hyper-V, Citrix, and Veeam.
• Manage Level 2 and Level 3 technical issues spanning a comprehensive technology stack.
• Collaborate closely with project engineers and escalation teams to uphold IT best practices.
• Maintain thorough documentation of work processes and leverage artificial intelligence tools to enhance efficiency.

Qualifications and Experience

• Strong understanding of AD replication, DNS, and Group Policy Objects (GPO).
• Proven experience providing end-user support and administering Active Directory environments.
• Solid expertise with Windows Server roles, Azure cloud platform, Microsoft 365, and Entra identity services.
• Familiarity with infrastructure components from desktop to firewall including LAN/WAN networking.
• Previous experience working in an MSP or managing multiple client environments is highly desirable.
• Comfortable with ticketing systems and customer service best practices; experience with ConnectWise is a plus.
• Excellent communication skills with ability to explain technical concepts clearly and approachably.
• Demonstrated commitment to helping clients beyond just resolving tickets.

Company Culture and Benefits

First Focus cultivates a collaborative working culture founded on curiosity, transparent communication, and team success. They offer a range of benefits that promote professional growth, emotional wellbeing, and work-life balance:

• Competitive salary with comprehensive benefit package.
• Access to Uprise platform, including personalized coaching from licensed counselors.
• Flexible hybrid work arrangement enabling remote work options.
• Support for ongoing education: ten paid study days annually plus coverage of certification and exam fees.
• Continuous internal training and access to dedicated learning resources.
• FastTrack mentoring to accelerate career development.
• Participation in the MAD Council advocating for equality, charity, and environmental causes.
• Regular team social events fostering a positive and supportive culture.

Additional Notes

Neurodiverse candidates are actively encouraged to apply, with accommodations available to enable them to demonstrate their skills effectively. The recruitment process includes AI-assisted tools for screening, though final hiring decisions are human-made in compliance with New Zealand's Privacy Act 2020.