Senior Support Technician

First Focus AU; Pasig; Hybrid; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Health insurance (HMO)

Ten paid study days

25 days paid leave annually

Employee referral program

Job summary

First Focus AU is looking for a Senior Support Technician to join their team in the Philippines. This role involves providing remote and phone-based support to Australian clients, serving as a technical SME for various environments, and tackling Level 2 and Level 3 issues.

The ideal candidate should have strong experience in Active Directory, Windows Server, and customer service principles. Benefits include health insurance, paid study days, and hybrid working arrangements.

Qualifications

• Solid knowledge of AD replication, DNS, and GPO.
• Strong experience in end-user support.
• Familiarity with ticketing systems.

Responsibilities

• Provide remote and phone-based support to Australian clients.
• Act as the technical SME for assigned environments.
• Collaborate with project engineers to maintain best-practice environments.

Skills

Active Directory

Remote support

Windows Server

Azure

M365

Customer service

Tools

ConnectWise

Job description

Senior Support Technician (Client SME) – Day shift (Australian business hours)

Overview: You will be the go-to technical SME for assigned client environments, working with Australian clients during their business hours to understand their environment, solve real problems, and maintain best-practice configurations.

Responsibilities

• Provide remote and phone-based support to Australian clients
• Act as the technical SME for assigned environments
• Support servers, desktops, and applications across Microsoft environments (AD, Azure, Entra, M365)
• Work across cloud, backup, AV, and virtualization platforms (Hyper-V, Citrix, Veeam)
• Handle a mix of Level 2 and Level 3 issues across a broad tech stack
• Collaborate with project engineers and escalation teams to maintain best-practice environments
• Document everything properly to aid future work and improve efficiency

What You’ll Bring (Qualifications)

• Solid knowledge of AD replication, DNS, and GPO
• Strong experience in end-user support and Active Directory
• Solid knowledge of Windows Server (various roles), Azure, M365 and Entra
• Exposure across infrastructure from desktop to firewall (LAN/WAN included)
• Experience in an MSP or multi-client environment
• Familiarity with ticketing systems and customer service principles (ConnectWise experience valued)
• Excellent communication skills; able to explain tech without sounding robotic
• A genuine desire to help people and not just close tickets

Benefits

• Hybrid working arrangements
• Ten paid study days per year plus certification support
• Health insurance (HMO) from day 1 + 1 dependent (with dental)
• Free Uprise access, including 1:1 coaching
• Day shift with weekends off, 25 days paid leave annually
• Employee referral program
• MVP award
• Social events, EOFY & Christmas parties

Locations

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

EEO and Inclusion

First Focus welcomes applications from Neurodiverse candidates. Disclosure of neurodiversity can be provided with the application to outline flexible options to best showcase your skills.

Apply

If you’re ready to own your work and grow your career in a collaborative environment with Australian clients, apply now.