Senior Support Technician

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

Day Shift Role

This is a day shift role aligned to Australian business hours, which means you can finally enjoy merienda like a normal human and maybe even experience sunlight again.

Who we are

First Focus is Australia's best Managed Service Provider (MSP), with over 360 legends across Australia, New Zealand, and the Philippines. We've been growing for over 15 years, profitably, sustainably, and without turning into a corporate circus. We're big on doing things properly. That means:

• No toxic nonsense – we value our Philippines team
• No "figure it out yourself" management style
• No pretending burnout is a personality trait. We work hard to ensure our teams are properly resourced.

About the role

You're not just another ticket jockey. As a Senior Support Technician (Client SME), you'll be the go-to technical brain for your clients. The person they trust, who understands their environment rather than just Googling error messages.

You’ll work closely with Australian clients during their business hours, owning their environments, solving real problems, and occasionally being the hero.

Why you'll probably enjoy this

• Day shift, Australian hours
• Hybrid setup
• Work alongside genuinely smart engineers
• Real ownership of client environments, not just "close ticket, move on"
• Clear growth path – we promote from within
• Enough variety to keep things interesting, without chaos

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

Requirements

• Solid knowledge with AD replications, 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
• A genuine desire to help people, not just close tickets

Benefits (the Good Stuff)

• Hybrid working arrangements
• "Never Stop Growing", 10 paid study days per year plus certification support (we pay for exams)
• HMO from day 1 + 1 dependent (with dental)
• Free Uprise access, including 1-1 coaching with qualified professionals
• Day shift, weekends off, 25 days paid leave annually
• Employee referral program (₱ 20,000)
• MVP award (₱ 10,000)
• Social events, EOFY & Christmas parties
• Loyalty bonuses

Office Locations

• 29th Floor, Robinsons Cyberscape Gamma, Ortigas, Pasig
• 26th Floor, Axis Tower One, Filinvest Ave, Alabang

EEO Statement

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

Application Notice

We use AI-assisted recruitment tools to support application review. These tools do not make hiring decisions. All applications are handled by our recruitment team in compliance with the Philippine Data Privacy Act.