Job Description

Senior Support Technician

Let’s be honest. If you’ve ever had to explain to your family why you’re eating dinner at 8am or why your “lunch break” is actually 2am, this one’s for you.
This role is different.
This is a day shift role aligned to Australian business hours, which means you can finally enjoy merienda like a normal human and maybe even experience sunlight again. Revolutionary stuff.

Who we are (and why you might actually like us)
First Focus is Australia’s best Managed Service Provider (MSP), with over 360 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 - we value our Philippines team
• 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 work closely with Australian clients during their business hours, owning their environments, solving real problems, and occasionally being the hero (modest applause optional).

Why you’ll probably enjoy this

• Day shift, Australian hours (yes, really)
• Hybrid setup, because commuting daily 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 Australian 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 HyperV, 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

• Strong experience in end-user support and Active Directory
• Solid knowledge of Windows Server, 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

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 want the full story, have a look at our values here: https://www.firstfocus.com.au/about-us/

Benefits

Benefits (the good stuff)

• Hybrid working arrangements
• “Never Stop Growing”, 10 paid study days per year + cert support (yes, we pay for exams)
• HMO from day 1 + 1 dependent (with dental)
• Free Uprise access, including 1:1 coaching with qualified professionals
• Day shift, weekends off*, 25 days paid leave annually
• Employee referral program (₱ 20,000)
• MVP award (₱ 10,000)
• Social events, EOFY & Christmas parties
• Profit sharing* and loyalty bonuses*

Office Locations:

• 29th Floor, Robinsons Cyberscape Gamma, Ortigas, Pasig
• 26th Floor, Axis Tower One, Filinvest Ave, Alabang

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.

The important bit (aka apply now)
If you’re tired of night shifts, tired of being just another ticket number, and ready to actually own your work and grow your career, this might be your moment.

Apply now. Worst case, you stay where you are.
Best case, you finally get your evenings back.