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- 3 weeks ago
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Job description
About the Company
First Focus is Australia’s leading Managed Service Provider (MSP), recognized for nine years straight by Cloud Tango. With close to 500 staff spanning Australia, New Zealand, and beyond, we are expanding rapidly and committed to building meaningful careers. Recently entering the New Zealand market, we aim to become the preferred MSP here by focusing on outstanding client and technician relationships. Our culture deeply values curiosity, and our leadership fosters a supportive, respectful environment without toxicity or burnout.
Role Overview
As a Senior Support Technician, also known internally as a Client Subject Matter Expert (SME), you will be the trusted technical authority for your clients. Rather than just handling tickets, you will genuinely understand client environments, resolve complex issues, and take full ownership of the services you support.
Key Responsibilities
- Deliver remote and telephonic IT support to clients.
- Serve as the technical SME for assigned client environments.
- Support Windows Server environments, including Active Directory (AD), Azure, Entra, and Microsoft 365 applications.
- Manage cloud services, backup solutions, antivirus, and virtualization platforms such as Hyper-V, Citrix, and Veeam.
- Address a range of Level 2 and Level 3 support issues across diverse technologies.
- Work collaboratively with project engineers and escalation teams to uphold industry best practices.
- Maintain thorough documentation and leverage AI tools to improve efficiency.
Candidate Profile
- Strong understanding of AD replication, DNS, and Group Policy Objects (GPO).
- Proven experience in end-user support and Active Directory administration.
- Proficiency in Windows Server roles, Azure, Microsoft 365, and Entra.
- Broad knowledge of IT infrastructure, including desktops, firewalls, and LAN/WAN networks.
- Experience in a Managed Service Provider or multi-client environment.
- Familiarity with ticketing systems and customer service best practices; ConnectWise experience is highly regarded.
- Effective communication skills with the ability to explain technical matters clearly and engagingly.
- Genuine commitment to assisting clients beyond merely resolving tickets.
Work Culture and Benefits
We emphasize practical teamwork founded on our values: Live Curiously, Always Communicate, and Win Together.
- Competitive salary with a comprehensive benefits package.
- Access to Uprise, including personalized coaching and counseling from qualified psychologists.
- Flexible hybrid working arrangements to support work-life balance.
- Annual 10 paid study days with support for certifications and exam fees.
- Continuous internal training and access to extensive learning resources.
- Participation in a mentoring program (FastTrack).
- Involvement in the MAD Council, promoting equality, charity, and environmental efforts.
- Regular social events fostering a positive team culture.
Additional Information
We welcome applications from neurodiverse candidates and encourage disclosure to provide tailored recruitment support. Our hiring process includes AI-assisted recruitment tools, used only as support and not for final hiring decisions, following the New Zealand Privacy Act 2020.