Senior Support Technician

First Focus IT; Brisbane; Hybrid; AUD 60,000 - 100,000; Full time

Benefits offered by this job

Uprise coaching

Flexible work

Study days

Exam fees covered

Cert raises

FastTrack mentoring

MAD Council

Tesla car option

Team events

Supportive culture

Job summary

First Focus is seeking an experienced infrastructure engineer in Brisbane to support a wide range of on-prem and cloud environments. You’ll work with Windows Server, Azure AD, and messaging systems, while maintaining strong client relationships and resolving critical issues efficiently.

You’ll collaborate with senior engineers on hybrid cloud deployments, drive proactive problem solving, and mentor juniors as part of a hands-on, supportive team culture.

Qualifications

• Deep infrastructure knowledge from desktop to firewall and networking components.
• Solid experience with Windows Server, Azure AD, GPO, DNS/DHCP, and messaging platforms.
• Hands-on with virtualization (Hyper-V, VMware) and backup tech (Veeam, Datto, StorageCraft).
• Excellent communication, client-facing skills, and triage abilities.
• Familiarity with remote management tools to support MSP operations.

Responsibilities

• Be the calm voice for clients and quickly diagnose issues when things go sideways.
• Resolve problems across Microsoft AD, Azure, M365, Exchange, and Windows Server, pre-emptively where possible.
• Support hybrid cloud setups like Azure, VMware, and Citrix with professional finesse.
• Lead deployments and projects with minimal hand-holding while maintaining high service levels.
• Build strong client relationships, becoming the trusted go-to engineer.
• Collaborate with senior engineers and solution experts to keep environments secure and humming.

Skills

Infrastructure depth

Windows Server

Azure AD

GPO

DNS

DHCP

Messaging platforms

Virtualisation

Backup tech

Communication

Problem solving

ConnectWise

Labtech

Kaseya

Client relationships

Tools

ConnectWise

Labtech

Kaseya

Job description

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

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

What You’ll Get

• Up to $100k package + benefits for the right mix of skills and values
• Free access to Uprise—1:1 coaching with qualified psychologists or counsellors
• Flexible working arrangements to support real work-life balance
• 10 paid study days a year, exam fees covered, and pay rises for certs
• FastTrack mentoring program for personal and professional growth
• MAD (Making A Difference) Council—equality, charity, and sustainability
• Tesla company car option (yes, really—conditions apply)
• Regular social events and a team culture built on trust, curiosity, and support

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.

AI in Recruitment:

We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the Privacy Act 1988 (Cth).

This is a role for someone who’s ready to be more than just technical support. If you’re still reading, we’d love to hear from you.