Systems Engineer (L3 Support)

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

Benefits offered by this job

Study days

Certification support

Uprise coaching

Hybrid working

Training access

Job summary

First Focus in New Zealand is seeking a Systems Engineer focused on resolving escalations. You’ll be the go-to technical brain for clients, owning environments and solving real problems.

Join a team that values curiosity, strong tech, and growth. Hybrid work, supportive leadership, and opportunities to expand Microsoft 365, Azure, and security skills are on offer.

Qualifications

• 3+ years of experience as a Systems Engineer or similar infrastructure-focused IT role.
• Solid expertise in server administration, network management, and cybersecurity.
• Proven ability to troubleshoot complex technical issues and engage stakeholders.

Responsibilities

• Act as the Level 3 technical escalation point for advanced troubleshooting of complex infrastructure, networking, and security issues.
• Design, implement, and maintain client infrastructure solutions across Microsoft cloud, on-premise, and network environments.
• Lead technical scoping, requirements gathering, solution design, effort estimation, and proposal documentation.
• Provide pre-sales technical expertise by contributing to solution architecture, project planning, and client consultations.
• Conduct infrastructure and security assessments while driving continuous improvement of internal processes and standards.

Skills

Systems engineer experience

Server administration

Network management

Cybersecurity

Tools

Microsoft 365

Windows Server

Exchange

Active Directory

Group Policy

DHCP

DNS

Job description

Let's be honest. If you've worked in IT support for a while, you've probably discovered that "just a quick question" is rarely quick, and "it's probably nothing" almost always turns into something.

If you enjoy solving real problems, building trusted client relationships, and working with a team that actually has your back, you'll probably like it here.

Who we are (and why you might actually like us)

We're First Focus, Australia's top MSP (Cloud Tango says so, 9 years running). With almost 500 staff across Australia, New Zealand and beyond, we're growing fast, evolving constantly, and building careers with purpose. We've only recently landed in New Zealand, but we're not here for a working holiday. We're here because we genuinely believe we can build New Zealand's favourite MSP, one great client and one great technician at a time. Our leadership backs our techs, our culture values curiosity, and our clients are genuinely great to work with. If there's one thing we already love about working with Kiwi businesses, it's that the best people tend to stay humble, get stuck in, and quietly get the job done. That's pretty much how we've always tried to build First Focus too. We're big on doing things properly. That means:

• No toxic nonsense
• No "figure it out yourself" management style
• And no pretending burnout is a personality trait. Not saying it can't happen here, but we don't like it any more than you do and work hard to make sure our teams are properly resourced.

So what's this role really about?

You're not just another ticket jockey.

As a Systems Engineer focusing on resolving escalations, you'll be the go-to technical brain for your clients. The person they trust. The one who actually understands their environment, not just someone who Googles error messages faster than everyone else.

You’ll own your client environments, solve real problems, and occasionally be the hero (modest applause optional).

Why you'll probably enjoy this

• Hybrid working, because commuting every day is a personality test
• Work alongside genuinely smart engineers (the good kind, not the ego kind)
• Real ownership of client environments, not just "close ticket, move on"
• Clear growth path, we actually promote from within
• Enough variety to keep things interesting, without chaos

What you'll be doing

• Act as the Level 3 technical escalation point, providing advanced troubleshooting and support for complex infrastructure, networking, and security issues
• Design, implement, and maintain client infrastructure solutions across Microsoft cloud, on-premise, and network environments
• Lead technical project scoping, including requirements gathering, solution design, effort estimation, and proposal documentation
• Provide pre-sales technical expertise by contributing to solution architecture, project planning, and client consultations
• Conduct infrastructure and security assessments while driving continuous improvement of internal processes, standards, and best practices

What you’ll bring

• 3+ years' experience as a Systems Engineer or similar infrastructure-focused IT role, with strong technical troubleshooting capability
• Solid expertise in server administration, network management, cybersecurity, and resolving complex technical issues
• Strong working knowledge of Microsoft technologies including Microsoft 365, Windows Server, Exchange, Active Directory, Group Policy, DHCP, and DNS
• Excellent analytical, problem-solving, communication, and stakeholder engagement skills, with the ability to collaborate across teams
• Relevant industry certifications preferred, particularly in Microsoft Azure, Microsoft 365, Security, and Networking (e.g., AZ-104, AZ-305, MS-102, SC-200/300, CCNA)

Benefits

A quick note on how we work

We care a lot about how people work together. Not in a "teamwork makes the dream work" poster way, but in a practical, everyday sense. You'll see our values in action here. We Live Curiously, Always Communicate, and Win Together. If you'd like to learn more about what that means, have a look here: https://www.firstfocus.com.au/about-us/

The Good Stuff

• Competitive salary package including benefits
• Free access to Uprise, including 1:1 coaching with qualified psychologists or counsellors
• Flexible hybrid working for better work-life balance
• "Never Stop Growing", 10 paid study days per year, certification support and exam fees paid
• Regular internal training and access to our learning library
• FastTrack mentoring program
• MAD (Making A Difference) Council supporting equality, charity and environmental initiatives
• Regular social events and a genuinely great team culture

We're new (-ish) to New Zealand, but we're building something we're incredibly proud of. Think of it as getting in before everyone starts saying, "Oh yeah, I've heard First Focus is a great place to work."

Also, if your ideal Friday afternoon includes solving a gnarly Azure issue and still making it home in time for fish and chips, we should probably talk.

Neurodiversity: First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.