Job Description

When the Weird Ones Land on Your Desk, You Get Excited
Most engineers see a gnarly ticket and hope it escalates away from them.

You're the opposite. You want to know why the replication broke at 2am. You want to trace the DNS weirdness back to its source. You want to understand the environment well enough that you see the problem coming before the client does.

If that sounds less like a job description and more like a personality trait, read on.

We're First Focus, Australia's #1 MSP (Cloud Tango, 9 years running), with almost 400 staff across Australia, New Zealand, and the Philippines. We're big on people who ask why, and we've built a culture around it. See what drives us: https://www.firstfocus.com.au/about-us/

What You'll Actually Be Doing
As a Technical Lead, you sit above the Service Desk. Not in a hierarchy sense, but in a depth-of-expertise sense. You're the person your pod escalates to when things get genuinely hard. And when things aren't on fire, you're the one proactively looking at client environments, spotting what could go wrong, and doing something about it before it does.

• Acting as the senior escalation point for your pod's most technically complex tickets
• Owning P0/P1 incidents within your client environments. Calm head, fast thinking, clear comms
• Proactively reviewing client environments and making practical improvement recommendations
• Running projects to remediate risks, modernise infrastructure, and lift client environments
• Deep-diving Hyper-V, storage, and virtualisation issues others can't crack
• Managing and troubleshooting Veeam backup environments across multiple clients
• Owning complex Microsoft 365, Entra ID, and Azure problems end-to-end
• Communicating clearly with clients and internal teams. Technical when it needs to be, plain English when it doesn't

Requirements

What You'll Bring
The must-haves:

• Advanced Hyper-V and storage troubleshooting. You've been in the weeds and come out the other side
• Solid Veeam experience across backup, replication, and recovery
• Deep Microsoft 365, Entra ID, and Azure knowledge. Not just "I've used it" deep
• A methodical troubleshooting approach that doesn't give up when the obvious answer isn't the right one
• Composure under pressure. P1s don't rattle you, they focus you
• The ability to switch between a technical deep-dive with an engineer and a plain-language explanation for a client without missing a beat

Strongly preferred:

• MSP or multi-client environment experience. You already know what it means to context-switch across environments
• Senior or engineering-level background. You've been doing this long enough that "advanced" isn't an exaggeration

Benefits

What's In It For You

• Competitive salary between $110,000 and $130,000 per annum + super
• Flexible hybrid working for work-life balance
• Free access to Uprise, with 1:1 coaching from qualified psychologists or counsellors
• "Never Stop Growing": 10 paid study days per year, exam fees covered, pay rises for certifications (conditions apply)
• Weekly internal training and a well-stocked learning library
• FastTrack mentoring program
• MAD (Making a Difference) Council for equality, charity, and environment
• Tesla company car option (conditions apply)
• Regular social events and a team that genuinely likes each other

Apply Now
If you're the person who reads a cryptic error message like it's a puzzle worth solving, and you want an environment that actually values that, we'd love to hear from you.

Apply now. Let's figure out hard things together.

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.