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 becomes something.
This role has another question attached to it:
"Could AI or automation make this problem go away altogether?"
We're looking for a Senior Support Technician to specialise in supporting clients using CORE, First Focus's managed IT and AI service.
You'll still need to be seriously good at traditional IT support. Servers, endpoints, networks, Azure, Entra, M365 and the occasional piece of technology apparently held together by hope and a service account nobody remembers creating.
But you'll also be someone who has gone further with AI than asking ChatGPT to make an email sound friendlier.
You'll help implement practical AI and automation solutions for your clients, support the technology around them, and help us work out what excellent AI-enabled managed support looks like.
We're First Focus, Australia's top MSP (Cloudtango says so, nine years running), with almost 500 people across Australia, New Zealand and the Philippines. We're relatively new to New Zealand, but we're not here for a working holiday. We're building a serious NZ business and we genuinely believe we can become New Zealand's favourite MSP.
CORE is an important part of where we're heading.
Traditional managed IT has largely focused on keeping systems running, securing environments and fixing things when they break. All still rather important, obviously. CORE adds another dimension. It brings managed IT together with AI, automation, data governance, security and ongoing improvement, helping clients get more from their technology rather than simply keeping the lights blinking green.
That's why this isn't quite a standard Senior Support Technician role. We're looking for someone who can support the environment and comfortably implement the AI and automation improvements that sit within it.
Internally, we call our senior support technicians Client SMEs, because that's what we expect them to become.
You'll own a smaller portfolio of CORE clients, provide senior L2/L3 support and become someone who genuinely understands their environments. The difference is your strength in AI and automation.
When an opportunity has been identified through CORE, you'll help turn it into something useful, whether that's an AI tool, agent, workflow or automation. In other words, we don't need someone who has read extensively about the future of AI on LinkedIn. We need someone who likes actually making the stuff work.
You don't need to be an AI researcher, data scientist or someone who can explain transformer architecture on a whiteboard while everyone else quietly leaves the room.
Production AI experience is strongly preferred, but we're not going to pretend everyone can have ten years' commercial experience in technology that hasn't existed for ten years.
If you've gone deep, built genuinely useful things and understand how to turn AI from an interesting demo into something people can rely on, we'd like to hear from you.
We'll teach you the First Focus approach to AI governance, security and responsible implementation through CORE.
One of our values is Live Curiously, and this role is probably one of the better examples of what we mean by it.
Technology is changing quickly. AI is changing considerably faster. We don't expect you to arrive knowing every tool that will matter two years from now, mostly because we'd quite like you to be human and not a time traveller.
We do expect you to ask questions, experiment intelligently, challenge clunky ways of working and keep learning.
Learn more about First Focus and how we work
We also Always Communicate, Be the Solution, Win Together, Keep it Simple, Wow the Customer and Never Stop Growing. They're not intended as motivational wallpaper. They're a pretty reasonable description of how we expect people to behave when nobody is looking.
If you're a strong senior support technician who has already found yourself going much deeper into AI than most of your colleagues, this might be the role you've been waiting for.
You don't need every AI buzzword on your CV.
You do need excellent support fundamentals, strong Microsoft infrastructure knowledge, genuine hands-on AI experience and enough curiosity to keep learning as the technology changes underneath all of us.
We're building something interesting with CORE, and we're looking for people who want to help make it genuinely useful for clients.
Apply now. Or spend another 45 minutes asking Claude whether you should apply, then apply anyway.
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.
AI in Recruitment: We use AI-assisted recruitment tools to support application review. These tools do not make hiring decisions. All applications are handled by our recruitment team in compliance with the New Zealand Privacy Act 2020.
A Managed Service Provider (MSP) is an outsourced IT partner that takes care of all the technology your business relies on - everything from day-to-day IT support and cybersecurity, to cloud services, connectivity, and long-term IT strategy. Instead of hiring a large internal IT team, businesses partner with an MSP to gain expert support, enterprise-grade tools, and proactive solutions at scale.
Rated Australia’s #1 Managed Service Provider for Australian businesses with 20–200 staff for 8 years running, here’s why:
- Everything you need: Our core offering of IT Support and cyber security is backed by a team of over 300 IT professionals that deliver market-leading software, AI, public and private cloud, UCaaS, connectivity, and much more.
- Everywhere you need us to be: With offices in Sydney, Perth, Adelaide, Melbourne, Brisbane, Canberra, and Auckland, we’re ready to help your business scale up.
- The best systems and tools: We’ve built the best customer portal for Australian mid-market businesses. F-Connect makes support easy to access for your team, project management a breeze, and much more.
- The best people: Consistently rated one of the best places to work in Australia, our success is built on having the best people offering the best proactive advice.
LinkedIn account team:
Melissa Hoarau – Community Manager
Jaimi-Leigh Fisher – Marketing Coordinator
Unnati Tayal – Marketing Coordinator
Brendan Ritchie – Chief Growth Officer
