Senior Support Technician

First Focus is Australia's bestManaged Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. We have grown consistently and profitably for over 15 years, and we're continuing to win new clients and challenge ourselves to rise to new heights.

We have just started the search for the best Senior Support Technician in the Philippines who will be supporting all aspects of our customers' technical environments across Australia. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - growyour career
• We understand the value you deliver, and we will give you the support to get the job done - be supported to be awesome
• We find and retain the best - best Project Engineers, best technical escalation, best team leads and managers, best team
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up

Duties

• Assists Level 1 and Level 2 Service Desk technicians progress and resolve tickets
• Supporting servers, desktops and applications within an Microsoft AD and Exchange environment
• Delivering the support of Terminal Services, VMware, Hyper-V and Citrix-based cloud infrastructure
• Performing a wide variety of Level 1-3 support functions across many technologies
• Occasional project team work to deploy solutions for customers
• Performing a wide variety of senior support across many technologies
• Working with highly experienced solutions experts to maintain best practice environments
• Document and log all actions into ticketing system

Requirements

Please note:To be successful in this role, you will need to be able to demonstrate a independent approach to the way you resolve technical issues. We are seeking someone who has the confidence to try new things and risk failure in this role. We will be asking you questions about what you would do in a situation where you need to make independent decisions.

• Extensive experience with Windows Server 2012 R2 and above
• Extensive knowledge in AD/GPO/DNS/DHCP
• Exchange On-prem, Hybrid and Office 365
• Experience working with VMWare & Hyper-V
• iDRAC/iLO
• O365 and AD Administration
• SAN/Storage
• Extensive experience with backup technologies (Veeam and StorageCraft preferred)
• Excellent complex-problem diagnosis technique
• Azure
• Strong Networking skills (LAN, WAN, TCP/IP, DNS & DHCP)
• Firewalls (Fortigate, Meraki, Sophos UTM preferred)
• Email Security Gateway/Anti Spam
• Remote Desktop Services (RDS)

• Experience with Connectwise, Labtech, and/or Solarwinds Orion (Desired)

• Excellent spoken and written communication skills in English (Mandatory)

• Minimum 3-4 years of managed service provider experience (Desired)
• Must be available to work graveyard or night shifts.
• Must be available to work the majority of weekends and holidays.

Qualifications:

• At least 5 years of extensive experience doing Senior Support Role
• Worked in Managed services, outsourcing or professional services environment is a plus
• Calm under pressure
• Excellent spoken and written communication skills in English (Mandatory)

• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements.
• 'Never Stop Growing' is deeply embedded in our DNA - we offer 1 paid study day every month and support employees towards certifications and qualifications - we will pay for the exam and will also give you a pay rise for achieving certs(conditions apply, of course)
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• 25 days paid days leave annually
• Employee Referral Program (Php 20,000)
• Employee MVP Award (Php 10,000)
• Social events, End of Financial Year and Christmas
• Employee Profit Sharing*
• Loyalty bonus for long-term employees*

Office Address:

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

Additional Information

• Opportunity to work from home. If you are residing within Metro Manila or in other nearby provinces, a hybrid work set-up will apply.

• If you get hired, the official job title for this Senior Support Engineer role will be "Client SME".

• Salary will depend on the evaluation of candidate's values, skills and experiences.

*Terms and condition apply