Level 3

Senior Support Technician – Trusted Tech, Client Hero

You've spent years mastering the craft—solving complex problems, mentoring juniors, and keeping environments humming.

You know your way around infrastructure, but you also know how to talk to people.

You're the calm in the storm, the one clients trust when things get weird.

Now it's time to join a team that sees your depth, backs your growth, and gives you the space to build real client relationships while staying hands-on with the tech.

We're First Focus—Australia's top MSP (Cloud Tango says so, 8 years running). With 300+ staff across Australia, New Zealand, and the Philippines, we've grown consistently for 15+ years by hiring great people, supporting them well, and partnering with clients who value what we do.

Why This Role Stands Out

• You'll be the go-to for key clients—building trust, solving problems, and making their day better
• You'll work across a wide range of tech—servers, cloud infra, networking, messaging, and more
• You'll collaborate with senior engineers and project teams to deploy smart solutions
• You'll have time to train, space to grow, and support from people who get it

What You'll Be Doing

• Being the calm voice and sharp mind clients turn to when things go sideways
• Solving problems across Microsoft AD, Azure, M365, Exchange, and Windows Server—sometimes before the client even know there's a problem
• Supporting hybrid cloud setups like Azure, VMware, and Citrix with the kind of finesse that makes junior techs take notes
• Diagnosing weird, wonderful, and occasionally cursed issues across desktops, servers, networks, and backups
• When required, jumping into project deployments like a pro—no hand-holding required
• Building strong relationships with key clients so they ask for you by name (and maybe send snacks)
• Collaborating with senior engineers and solutions experts to keep environments clean, secure, and humming

What You'll Bring

• 3+ years of MSP experience doing a similar role and troubleshooting skills that make weird issues wish they hadn't shown up

• Deep infrastructure knowledge—from desktop to firewall, LAN/WAN included

• Strong grasp of Windows Server, Azure AD, GPO, DNS, DHCP, and messaging platforms

• Experience with virtualisation (Hyper-V, VMware) and backup tech (Veeam, Datto, StorageCraft)
• Excellent communication skills—clear, confident, and client-friendly
• A knack for complex problem-solving and ticket triage
• Familiarity with ConnectWise, Labtech, Kaseya, or similar tools

• A genuine desire to help, not just fix

• Comfort with PSA/RMM tools like ConnectWise Manage & RMM—you know your way around a dashboard

• Microsoft 365 and Active Directory? You speak fluent admin
• Written and spoken English so clear, even the trickiest ticket feels understood
• A calm head, sharp eye, and a love for clean documentation—compliance is your middle name
• Willingness to work on various shifts - do you have a preferred shift? Let's talk (AU shift / after-hours shift available)
• Oh, and did we mention written and spoken English, 'cause that's a must have

What You'll Get

• Competitive salary and benefits
• HMO coverage from day one—including one dependent
• Free access to Uprise—1:1 coaching with qualified psychologists or counselors
• 25 paid leave days annually
• 'Never Stop Growing' culture—training, certifications, and career development
• Php 20,000 Employee Referral Program
• Social events, EOFY and Christmas celebrations
• Hybrid work setup in Ortigas or Alabang

Neurodiverse? We've Got You.

We welcome applications from Neurodiverse candidates. If you're comfortable disclosing, we'll share our Neurodiversity Statement and work with you to create an environment where your skills shine brightest.

• 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.