MSP Support Technician

You've been in the game for a while.

You know how to troubleshoot without breaking a sweat, juggle multiple tasks without dropping the ball, and keep clients calm even when things get messy.

You're the steady hand, the quiet fixer, the one who gets things done right the first time.

Now we're looking for someone like you to support one of our US-based partner MSPs—working night shift hours to align with their day, and making sure their clients feel supported, heard, and in good hands.

We're First Focus—Australia's top Managed Service Provider (Cloud Tango says so, 8 years running). With 300+ technical professionals across Australia, New Zealand, and the Philippines, we've grown consistently for over 15 years by hiring great people and giving them the support they need to thrive.

Why You'll Love This Role

• You'll work directly with a US-based MSP, supporting their clients during US business hours
• You'll be trusted to manage onboarding, solve technical issues, and keep things running smoothly
• You'll be part of a team that values transparency, calm under pressure, and genuine collaboration
• You'll be supported from day one—with HMO, training, and a culture that backs your growth

What You'll Be Doing

• Setting up client systems and configuring tools like a pro—onboarding is your playground
• Owning the onboarding checklist and keeping tasks on track (no loose ends on your watch)
• Coordinating with internal teams to make sure every setup runs smooth, not scrambled
• Troubleshooting tech hiccups during onboarding—calmly, thoroughly, and with zero drama
• Spotting bigger issues and flagging them for future fixes (or adding them to the roadmap for Blair to sell)
• Documenting everything in IT Glue and other systems—because good notes save lives (and tickets)
• Provisioning and configuring systems for new clients like it's second nature
• Keeping clients informed with clear, friendly email updates—no ghosting, no jargon
• Working closely with Blair and the US-based tech team to make onboarding seamless
• Assisting with extra technical projects when they pop up—because you're not just here to tick boxes
• Making sure documentation is accurate, complete, and compliant—because details matter

Requirements

What You'll Bring

• 3+ years of MSP experience and troubleshooting skills that make weird issues wish they hadn't shown up
• 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
• A solid grip on Windows Server, Exchange, and networking—because you've seen what happens when DHCP goes rogue
• 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 night shift hours—you're the steady hand when the sun's down
• Bonus XP for experience with SolarWinds, IT Glue, Huntress, Datto, Auvik, and other tools that make life easier
• Oh, and did we mention written and spoken English, 'cause that's a must have

Benefits

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.

Apply now and bring your quiet (or noisy) brilliance to the night.