Senior Client SME Tech — Day Shift, Hybrid Support

First Focus AU; Muntinlupa; Hybrid; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Hybrid work setup

Study days + certification support

HMO from day 1 + dependent

Job summary

First Focus AU in the Philippines is seeking a Senior Support Technician (Client SME) to be the technical brain for our Australian clients during their business hours. You will own client environments, solve real problems, and occasionally be the hero.

You’ll work closely with Australian clients during their business hours, owning their environments, solving real problems, and occasionally being the hero. You'll work in a hybrid setup with growth opportunities and a supportive team culture.

Qualifications

• Solid knowledge with AD replication, DNS, 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.
• Familiarity with ticketing systems and customer service principles (ConnectWise experience particularly valued).
• Excellent communication skills – able to explain tech without sounding like a robot.

Responsibilities

• Providing remote and phone-based support to Australian 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 HyperV, 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 and using AI to make what you do more efficient.

Skills

Active Directory

AD replication

DNS

GPO

Windows Server

Azure

M365

Entra

ConnectWise

End-user support

MSP experience

Tools

ConnectWise

Hyper-V

Citrix

Veeam

Job description

First Focus AU in the Philippines is seeking a Senior Support Technician (Client SME) to be the technical brain for our Australian clients during their business hours. You will own client environments, solve real problems, and occasionally be the hero.

You’ll work closely with Australian clients during their business hours, owning their environments, solving real problems, and occasionally being the hero. You'll work in a hybrid setup with growth opportunities and a supportive team culture.