Job Description

Some jobs are about keeping things running. This one is about keeping things running while the US is waking up, Manila is winding down, and everyone is pretending the coffee machine is the real infrastructure lead.

If you are the sort of person who can fix a user issue, keep your cool, and explain a technical problem like a human being rather than a ransom note, you will fit right in.

At First Focus, we like smart people who actually enjoy solving problems, not just naming them and walking away. We back good work with proper support, training, and a team that would rather collaborate than conduct workplace theatre. Our values live here: https://www.firstfocus.com.au/about-us/ For this role, Be the Solution feels like the right fit, because the best support people do not just find the issue, they move it along and close it out.

Why you will love it here

You will support a US-facing environment, so the work is varied, a little nocturnal, and far less boring than pretending passwords are a personality.

You will be trusted to take ownership of issues, communicate clearly, and keep users informed without making them regret opening a ticket in the first place.

You will work with people who value calm heads, practical thinking, and the kind of teamwork that makes hard days less absurd.

And yes, there will be late nights. Manila traffic will still be Manila traffic, but at least the office won’t be auditioning for peak-hour chaos.

What you will be doing

• Provide frontline technical support for desktops, laptops, peripherals, printers, mobile devices, user accounts, and access issues.
• Troubleshoot Windows, Microsoft 365, Azure AD, and basic network or server-related issues.
• Log, update, and resolve tickets with clear notes and sensible urgency.
• Support authentication, authorisation, and password reset issues with a steady hand.
• Document fixes and troubleshooting steps so the next person does not have to rediscover the same headache.
• Escalate complex issues to senior support or engineering with proper context and detail.
• Support US-based employees and systems during US business hours, on a graveyard shift in Manila.
• Keep communication clear, calm, and human, even when the problem is doing its best impression of a small disaster.

Requirements

What you will need

• At least 1 year of technical support or customer service experience.
• Solid troubleshooting skills across hardware, software, and end-user support.
• Experience with Windows Server, Active Directory, Azure AD, DNS, DHCP, or Microsoft 365 is a strong advantage.
• Confidence supporting printers, mobile devices, and basic networking issues.
• Good written and verbal communication.
• A calm, solutions-first attitude when everyone else is having a very serious moment over something that was probably a cable.
• Willingness to work graveyard shift, weekends, shifting schedules, holidays, and overtime based on business needs.
• Certifications such as CompTIA A+, Network+, or Microsoft AZ-900 are preferred, not required.

Benefits

What You'll Get

• HMO from day 1 + 1 dependent with dental cover
• Free Uprise access with 1:1 coaching
• 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply)
• 25 paid leave days annually
• Employee referral program, ₱20,000
• MVP award, ₱10,000
• Social events, End-of-FY and Christmas parties
• Loyalty bonuses*
• Work setup: Primarily remote, with intermittent office visits based on business needs.*

Manila office locations

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th Floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

We welcome people who are curious, reliable, and willing to solve the problem rather than merely admire it from a safe distance. If you are looking for a role where support actually means support, this is a good one.

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.

Application Notice:
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 Philippine Data Privacy Act.