Senior MSP Client SME - Remote IT Support & Ownership

First Focus; Auckland; Hybrid; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary package

Uprise coaching for mental health

Flexible hybrid working

10 paid study days per year

Certification support and exam fees

Regular internal training

FastTrack mentoring program

Diversity and charity initiatives

Team culture and social events

Job summary

First Focus in New Zealand is seeking a Senior Support Technician (Client SME) to become the trusted technical brain for our client environments. You’ll own environments, solve real problems, and stay hands-on across Windows Server, AD, Azure, M365, and Entra while maintaining strong client relationships.

You’ll work in a hybrid model with remote and on-site support, collaborating with skilled engineers and escalation teams.

Qualifications

• 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 MSP or multi-client environments preferred.
• Familiarity with ticketing systems (ConnectWise valued).

Responsibilities

• Provide remote and phone-based support to clients.
• Act as the technical SME for assigned environments.
• Support servers, desktops, and applications across Microsoft environments (AD, Azure, Entra, M365).
• Work across cloud, backup, AV and virtualization platforms (Hyper-V, Citrix, Veeam).
• Handle Level 2 and Level 3 issues across a broad tech stack.
• Collaborate with project engineers and escalation teams to maintain best-practice environments.
• Document everything clearly and leverage AI to improve efficiency.

Skills

AD replication

DNS

GPO

End-user support

Active Directory

Azure

M365

Entra

Ticketing systems

ConnectWise

Communication

Customer focus

Tools

ConnectWise

Azure

Hyper‑V

Citrix

Veeam

Job description

First Focus in New Zealand is seeking a Senior Support Technician (Client SME) to become the trusted technical brain for our client environments. You’ll own environments, solve real problems, and stay hands-on across Windows Server, AD, Azure, M365, and Entra while maintaining strong client relationships.

You’ll work in a hybrid model with remote and on-site support, collaborating with skilled engineers and escalation teams.