Senior Support Technician Canberra

First Focus IT; Canberra; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Tesla company car option

Flexible working arrangements

10 paid study days per year

Mentoring program

Neurodiverse friendly

Job summary

First Focus IT in Australia is seeking a senior IT Infrastructure Engineer to be the go-to for key clients, solving complex problems, and building trusted relationships while staying hands-on with the tech. You’ll cover Windows Server, Azure AD, Exchange, and hybrid cloud stacks, collaborating with senior engineers to deploy smart solutions and mentor juniors.

This role rewards steady growth, flexible work arrangements, and the chance to shape client outcomes while maintaining robust, secure

Qualifications

• Deep infrastructure knowledge across endpoints, servers, and networks.
• Strong experience with Windows Server, Azure AD, GPO, DNS, and DHCP.
• Experience with virtualization (Hyper-V, VMware) and backup tech (Veeam, Datto, StorageCraft).
• Excellent communication and ticket triage skills; customer-focused.

Responsibilities

• Be the calm voice for clients, resolving issues when they arise.
• Manage issues across Microsoft AD, Azure, M365, Exchange, and Windows Server.
• Support hybrid cloud setups with Azure, VMware, and Citrix.
• Collaborate with senior engineers and projects to deploy solutions.
• Build strong client relationships and keep environments secure and healthy.

Skills

Infrastructure knowledge

Windows Server

Azure AD

GPO

DNS

DHCP

Hyper-V

VMware

Backup solutions

ConnectWise

Tools

Veeam

Datto

StorageCraft

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 knows 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 backupsWhen 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

Requirements

• 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

Benefits

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.

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This is a role for someone who's ready to be more than just technical support.