Support Technician

Summary

Join First Focus, Australia's leading Managed Service Provider (MSP), as a Support Technician based in the Philippines. You will provide remote and phone-based support to Australian clients, supporting servers, desktops, and applications within Microsoft environments. This role requires a working knowledge of Active Directory, Windows Server, Exchange, and Microsoft 365 troubleshooting. Experience with an IT outsourcer or MSP, ticketing systems, and excellent communication skills are essential. The position involves graveyard or night shifts and weekend/holiday work. First Focus offers hybrid work arrangements, paid study days, certification support, HMO, additional dependent coverage, access to Uprise, paid leave, and various bonuses and incentives.

Requirements

• Advanced understanding of end user support and Active Directory
• Good general knowledge of Windows Server and Exchange
• Solid understanding of troubleshooting Microsoft 365
• A general knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles
• Experience working with an IT outsourcer or managed service provider (MSP)
• An understanding of ticketing systems and customer service principles
• Excellent spoken and written communication skills in English
• Must be available to work graveyard or night shifts
• Must be available to work the majority of weekends and holidays

Responsibilities

• Providing remote and phone based support to customers in Australia
• Supporting servers, desktops and applications within Microsoft AD and Exchange environments
• Delivering the support of Terminal Services, VMware and Citrix-based cloud infrastructure
• Performing a wide variety of Level 1-2 support across many technologies
• Working with highly experienced solutions experts to maintain best practice environments
• Document and log all actions into ticketing system

Preferred Qualifications

• Experience with Connectwise, Labtech, and/or Solarwinds Orion
• Possession of these certifications will give you an advantage for this role, so if you have any of these, please make sure to let us know: MCTS, MCSE, MCSA or equivalent
• Microsoft Certified Professional (MCP)
• Citrix Certified
• CCNA

Benefits

• 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*