Senior Support Technician

First Focus Information Technology, Inc.; Pasig; Hybrid; PHP 670,000 - 893,000; Full time

Benefits offered by this job

Hybrid working arrangements

10 paid study days per year + cert

HMO from day 1 + 1 dependent

Day shift, weekends off, 25 days paid

Employee referral program

MVP award

Social events

Loyalty bonuses

Job summary

First Focus Information Technology, Inc. seeks a Senior Support Technician to serve as a technical SME for Australian clients, owning their environments and solving complex issues across Microsoft ecosystems.

You will work in a hybrid setup, collaborating with skilled engineers and project teams while ensuring high-quality remote support and proactive issue resolution.

Qualifications

• Experience supporting Microsoft environments and multiple client environments.
• Ability to troubleshoot and resolve Level 2/3 issues in a fast-paced MSP setting.
• Strong communication and customer service skills, with remote support experience.

Responsibilities

• Provide remote and phone-based support to Australian clients during their business hours.
• Act as the technical SME for assigned environments and escalate as needed.
• Support servers, desktops, and applications across AD, Azure, M365, and Entra.
• Work with cloud, backup, virtualization platforms (HyperV, Citrix, Veeam).
• Document activities and improve processes with AI-assisted tools.

Skills

AD Replication

DNS

GPO

End-user Support

Windows Server

Azure

M365

Entra

LAN/WAN

ConnectWise

Communication

Customer Service

Tools

ConnectWise

Job description

Senior Support Technician

Let’s be honest. If you’ve ever had to explain to your family why you’re eating dinner at 8am or why your “lunch break” is actually 2am, this one’s for you.
This role is different.
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. Revolutionary stuff.

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

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
• 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

We hire smart people, give them proper support, and then, radical idea, let them do their jobs.

So what’s this role really about?

You’re not just another ticket jockey.
As a Senior Support Technician (we call this role a Client SME here), 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 work closely with Australian clients during their business hours, owning their environments, solving real problems, and occasionally being the hero (modest applause optional).

Why you’ll probably enjoy this

• Day shift, Australian hours (yes, really)
• Hybrid setup, because commuting daily 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

Requirements

What you’ll be doing

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 (future you will be grateful) and using AI to make what you do more efficient

What you’ll bring

• 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 (you’ve seen things)
• Familiarity with ticketing systems and customer service principles (Connectwise experience is particularly valued, so if you have it, flag it to us)
• Excellent communication skills, you can explain tech without sounding like a robot
• A genuine desire to help people, not just close tickets

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 want the full story, have a look at our values here: https://www.firstfocus.com.au/about-us/

Benefits (the good stuff)

• Hybrid working arrangements
• “Never Stop Growing", 10 paid study days per year + cert support (yes, 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

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.

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.