Senior MSP IT Support Engineer

First Focus AU; Hamilton; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

1:1 coaching with qualified counsellor

Flexible hybrid working

10 paid study days per year

Certification support and exam fees

Learning library access

FastTrack mentoring program

MAD Council for charity and equality

Regular social events

Job summary

First Focus is expanding into New Zealand and seeks an IT Support Specialist to help our Kiwi clients. You will provide remote and phone-based support, act as the SME for environments, and assist with servers, desktops, and apps across Microsoft platforms.

You'll work across cloud, backup, and virtualization tools while documenting processes and collaborating with escalation teams. The role emphasizes a genuine customer-service mindset, clear communication, and a proactive approach to

Qualifications

• Experience in end-user support with strong AD, DNS and GPO knowledge.
• Windows Server roles, Azure, M365 and Entra familiarity is required.
• MSP or multi-client experience is highly valued; ConnectWise experience preferred.

Responsibilities

• Provide remote and phone-based support to clients.
• Act as the technical SME for assigned environments.
• Support servers, desktops, and apps across MSP ecosystems.
• Work across cloud, backup, AV and virtualization platforms.
• Document activities and collaborate with escalation teams.

Skills

Active Directory

Windows Server

End-user support

Azure/M365/Entra

MSP environment

Ticketing systems

Clear communication

Customer service

Tools

ConnectWise

Hyper-V

Citrix

Veeam

Job description

First Focus is expanding into New Zealand and seeks an IT Support Specialist to help our Kiwi clients. You will provide remote and phone-based support, act as the SME for environments, and assist with servers, desktops, and apps across Microsoft platforms.

You'll work across cloud, backup, and virtualization tools while documenting processes and collaborating with escalation teams. The role emphasizes a genuine customer-service mindset, clear communication, and a proactive approach to