Senior Client SME — Remote IT Support & Ownership

First Focus; Christchurch; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary package

Uprise coaching access

Flexible hybrid working

10 paid study days per year

Certification support and exam fees

Regular internal training

Mentoring program

MAD Council activities

Regular social events

Job summary

First Focus is seeking a Senior Support Technician to be the go-to technical brain for our clients. You’ll own client environments, solve real problems, and help build trusted relationships across Microsoft platforms.

You’ll work in a hybrid setup with smart engineers, taking ownership of environments and collaborating on best‑practice solutions while documenting work and growing with the team.

Qualifications

• Experience providing end-user support across Windows environments.
• Strong knowledge of Active Directory, DNS and group policy (GPO).
• Experience with Windows Server roles, Azure, M365 and Entra.
• MSP or multi-client environment experience is preferred.
• Excellent communication and customer service skills.
• Familiarity with ConnectWise or similar ticketing systems.
• Ability to document work and explain tech clearly.

Responsibilities

• Providing remote and phone-based support to clients.
• Acting as the technical SME for your assigned environments.
• Supporting servers, desktops, and applications across Microsoft environments (AD, Azure, Entra, M365).
• Working across cloud, backup, AV and virtualization platforms like Hyper‑V, Citrix and Veeam.
• Handling a mix of Level 2 and Level 3 issues across a broad tech stack.
• Collaborating with project engineers and escalation teams to maintain best‑practice environments.
• Documenting everything properly and using AI to make what you do more efficient.

Skills

End-user support

Active Directory

DNS

GPO

Windows Server

Azure

M365

Communication

Customer service

IT support

Tools

ConnectWise

Job description

First Focus is seeking a Senior Support Technician to be the go-to technical brain for our clients. You’ll own client environments, solve real problems, and help build trusted relationships across Microsoft platforms.

You’ll work in a hybrid setup with smart engineers, taking ownership of environments and collaborating on best‑practice solutions while documenting work and growing with the team.