Senior IT Support Engineer - Client SME, Hybrid

First Focus; Hamilton; Hybrid; NZD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Free coaching

Flexible hybrid working

10 paid study days

Internal training library

Mentoring program

MAD Council

Social events

Job summary

First Focus, a leading MSP, has just landed in New Zealand and is expanding a Senior Support Technician role in Hamilton. You’ll be the go-to technical SME for client environments, owning issues from desktop to server, and you’ll deliver solutions with a customer-first mindset.

This hybrid role offers real ownership, supportive leadership, and opportunities to grow within a team that values curiosity and continuous learning.

Qualifications

• Solid knowledge of AD replication, DNS and GPO.
• Strong experience in end-user support and Active Directory.
• Solid knowledge of Windows Server (different server roles), Azure, M365 and Entra.
• Exposure across infrastructure, from desktop to firewall (LAN/WAN included).
• Experience working in an MSP or multi-client environment (you’ve seen things).
• Familiarity with ticketing systems and customer service principles (ConnectWise experience is particularly valued).
• Excellent communication skills, you can explain tech without sounding like a robot.
• A genuine desire to help people, not just close tickets.

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 virtualisation 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 (future you will be grateful) and using AI to make what you do more efficient.

Skills

Active Directory

DNS

GPO

End-user support

Windows Server

Azure

M365

Entra

MSP experience

ConnectWise

Communication skills

Customer focus

Tools

ConnectWise

Job description

First Focus, a leading MSP, has just landed in New Zealand and is expanding a Senior Support Technician role in Hamilton. You’ll be the go-to technical SME for client environments, owning issues from desktop to server, and you’ll deliver solutions with a customer-first mindset.

This hybrid role offers real ownership, supportive leadership, and opportunities to grow within a team that values curiosity and continuous learning.