Senior Support Technician

First Focus IT; Canberra; On-site; AUD 85,000 - 100,000; Full time

Benefits offered by this job

Tesla company car option (subject to条件

Flexible working arrangements

Paid study days

Mentoring program

Counselling support

Team social events

Job summary

First Focus Australia is seeking a Senior Support Technician to deliver hands-on technical support for critical client environments. You will troubleshoot Microsoft tools, manage hybrid cloud services, and ensure stable operations across servers, networks, and backups.

Ideal candidates communicate clearly, triage incidents effectively, and build strong client relationships. You’ll mentor juniors, collaborate with senior engineers, and maintain calm under pressure while delivering reliable IT

Qualifications

• Proven experience supporting Microsoft AD/Azure environments.
• Excellent communication and customer-facing skills.
• Strong ticket triage and problem-solving abilities.

Responsibilities

• Be the go-to contact for key clients, building trust and resolving issues.
• Troubleshoot and remediate incidents across Windows Server, AD, Exchange, and storage.
• Support hybrid cloud setups like Azure and VMware with high attention to detail.
• Diagnose and resolve complex infrastructure problems spanning desktops, networks, and backups.
• Collaborate with senior engineers on projects and knowledge sharing.

Skills

Windows Server

Azure AD

GPO

DNS

DHCP

Messaging platforms

Virtualisation

Backup tech

Communication

Problem solving

Ticket triage

Customer relations

Tools

ConnectWise

Labtech

Kaseya

Job description

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

• 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's ready to be more than just technical support. If you're still reading, we'd love to hear from you.