Senior Support Technician – Client SME (AU Hours)

First Focus; Muntinlupa; Hybrid; PHP 420,000 - 780,000; Full time

Benefits offered by this job

Hybrid working arrangements

Paid study days + cert support

HMO + dependent

Uprise access with coaching

25 days paid leave annually

Employee referral program

MVP award

Social events

Loyalty bonuses

Job summary

First Focus in the Philippines is hiring a Senior Support Technician (Client SME) to own client environments during Australian business hours. You will provide remote and phone-based support, acting as the technical SME and working with Microsoft 365/Azure stack to resolve complex issues.

The role offers a hybrid setup, collaborating with smart engineers and gaining ownership of client environments with documented processes and continuous learning opportunities.

Qualifications

• Experience supporting Australian clients and MSP environments.
• Strong knowledge of Active Directory and Windows Server.
• Experience with cloud services: Azure, M365, Entra.
• Experience with ticketing systems and customer service principles.
• Excellent communication and a genuine customer-first mindset.

Responsibilities

• Provide remote and phone-based support to Australian clients.
• Act as technical SME for assigned environments.
• Support servers, desktops, and applications across Microsoft environments.
• Work across cloud, backup, AV and virtualization platforms.
• Handle Level 2 and Level 3 issues.
• Collaborate with project engineers and escalation teams.
• Document processes and leverage AI to improve efficiency.

Skills

AD replication

DNS

GPO

End-user support

Active Directory

Windows Server

Azure

M365

Entra

Infrastructure knowledge

MSP/multi-client experience

ConnectWise

Communication skills

Customer-focused

Tools

ConnectWise

Job description

First Focus in the Philippines is hiring a Senior Support Technician (Client SME) to own client environments during Australian business hours. You will provide remote and phone-based support, acting as the technical SME and working with Microsoft 365/Azure stack to resolve complex issues.

The role offers a hybrid setup, collaborating with smart engineers and gaining ownership of client environments with documented processes and continuous learning opportunities.