Senior Support Technician

First Focus; Melbourne; Hybrid; AUD 90,000 - 100,000; Full time

Benefits offered by this job

Tesla company car option (conditions)

Job summary

First Focus is seeking a Senior Support Technician to act as the trusted face for clients, solving complex infrastructure problems while mentoring juniors and maintaining hands-on technical work. You will join a growing MSP known for supporting clients across Australia, New Zealand, and the Philippines, with a culture centered on skilled people and strong client relationships.

You will handle a broad range of tech—from Microsoft AD and Azure to VMware and backup solutions—delivering reliable,

Qualifications

• Strong Windows Server and Azure AD knowledge.
• Experience with Microsoft 365 and Exchange administration.
• Solid networking fundamentals and backup technologies.

Responsibilities

• Be the calm voice and sharp mind for clients when issues arise.
• Troubleshoot across AD, Azure, M365, Exchange, and Windows Server.
• Support hybrid cloud setups like Azure, VMware, and Citrix with professional finesse.
• Diagnose complex issues across desktops, servers, networks, and backups.
• Lead project deployments when required without hand-holding.

Skills

Windows Server

Azure AD

M365

Exchange

Networking basics

Hyper-V

VMware

Backup technologies

Ticket triage

Communication skills

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 who's ready to be more than just technical support.