Senior Client SME: Hybrid IT Support & Cloud Expert

First Focus; Wellington; Hybrid; NZD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Uprise access with coaching

Flexible hybrid working

10 paid study days per year

Mentoring program

Learning library access

Job summary

First Focus in New Zealand is seeking a Senior Support Technician (Client SME) to be the go-to technical brain for our clients. You will own client environments, diagnose real problems, and occasionally be the hero when needed.

You will provide remote and phone-based support, collaborate with engineers, and ensure best‑practice environments across Microsoft and cloud platforms. We value curiosity and practical problem solving.

Qualifications

• Solid knowledge of AD replication, DNS and GPO.
• Strong experience in end-user support and Active Directory.
• Solid knowledge of Windows Server roles, Azure, M365 and Entra.
• Exposure across infrastructure from desktop to firewall (LAN/WAN).
• Experience in an MSP or multi-client environment.
• Familiarity with ticketing systems and customer service principles (ConnectWise valued).
• Excellent communication skills and ability to explain tech clearly.
• Genuine desire to help people, not just close tickets.

Responsibilities

• Providing remote and phone-based support to clients.
• Acting as the technical SME for assigned environments.
• Supporting servers, desktops, and applications across Microsoft environments (AD, Azure, Entra, M365).
• Working across cloud, backup, AV and virtualization platforms (Hyper-V, Citrix, Veeam).
• Handling Level 2 and Level 3 issues across a broad tech stack.
• Collaborating with project engineers and escalation teams.
• Documenting everything properly and using AI to improve efficiency.

Skills

AD replication

DNS

GPO

End-user support

Active Directory

Azure

Tools

ConnectWise

Job description

First Focus in New Zealand is seeking a Senior Support Technician (Client SME) to be the go-to technical brain for our clients. You will own client environments, diagnose real problems, and occasionally be the hero when needed.

You will provide remote and phone-based support, collaborate with engineers, and ensure best‑practice environments across Microsoft and cloud platforms. We value curiosity and practical problem solving.