Remote After-Hours Support Tech: Major Incidents Lead

First Focus

Hinoba-an

On-site

PHP 781,000 - 1,004,000

Full time

12 days ago

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Benefits offered by this job

Remote working arrangements

Study days and certification support

HMO from Day 1 with dental cover

Uprise coaching services

Paid leave 25 days per year

Employee referral bonus

MVP Award

Social events and celebrations

Loyalty bonuses

Job summary

First Focus is seeking an experienced Support Tech (After Hours) to join our global support team. You’ll support clients across multiple countries, tackle complex infrastructure issues, and help lead major incidents when things don’t go to plan.

We operate across Australia, New Zealand and the Philippines, delivering modern Microsoft cloud support from anywhere in the Philippines. Your days include Level 2/3 support, monitoring, and resolving outages, with opportunities to grow through training

Qualifications

At least 3 years' experience in a Level 2 Technical Support role within an MSP or similar environment.
A minimum of 1 year coordinating or leading Major Incidents (P0, P1 or P2).
Strong Microsoft infrastructure and cloud administration skills across Microsoft 365, Azure, Entra ID and Intune.
Solid experience with Windows Server, Active Directory, virtualisation and networking technologies.
The confidence to work independently, juggle competing priorities and still remember to update the ticket.
Experience with ConnectWise RMM and IT Glue (highly regarded).
The willingness to work permanent night shifts (Philippines time), including weekends, public holidays, rotating rosters and overtime when required to support global operations.

Responsibilities

Delivering Level 2 and Level 3 support across multiple managed environments.
Monitoring infrastructure, networks and security platforms, responding to alerts before they become tomorrow morning's headlines.
Troubleshooting Microsoft 365, Azure, Microsoft Entra ID, Intune, Active Directory, DNS, DHCP and Group Policy environments.
Supporting VMware and Hyper-V virtual infrastructure along with server backup platforms.
Resolving networking issues involving switching, routing, VPNs and wireless technologies.
Prioritising incidents based on business impact and client SLAs while keeping customers informed every step of the way.
Leading or coordinating Major Incidents (P0, P1 and P2), bringing together the right people, making sound decisions, and keeping everyone moving in the same direction.
Following operational procedures, improving documentation, contributing ideas that make life easier for both clients and teammates, and generally leaving things better than you found them.