Support Technician

First Focus; Pasig; Hybrid; PHP 837,000 - 1,004,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid working arrangements

HMO from Day 1

Dental cover

Paid study days

Certifications salary increases

Leave days and holidays

Job summary

First Focus is seeking an exceptional Support Technician to deliver brilliant technical support across desktops, Microsoft 365, servers, cloud platforms and networking while identifying patterns and opportunities for automation. You’ll work to delight customers and help shape the future of IT support in a hybrid Manila setting.

You’ll collaborate with cross-functional teams, leverage AI tools, and continuously learn new technologies to improve service delivery and documentation.

Qualifications

• Experience in MSP or fast-paced IT support environment.
• Strong troubleshooting across Microsoft technologies, networking and cloud platforms.
• Excellent communication and a genuine desire to help customers.
• Hands-on with AI tools like ChatGPT / Claude / Copilot or similar.
• Interest in prompt engineering, AI agents, workflow automation or building skills is desirable.

Responsibilities

• Deliver exceptional technical support across desktops, Microsoft 365, servers, cloud platforms and networking.
• Build trusted relationships with customers by communicating clearly and solving problems with empathy.
• Troubleshoot complex issues while maintaining high customer satisfaction and identify root causes instead of just symptoms.
• Recognise opportunities for automation and AI-assisted workflows.
• Collaborate with engineering and automation teams to improve service delivery.
• Share knowledge and contribute to improving documentation and internal processes.
• Mentor teammates and contribute to a collaborative team environment.
• Continue learning new technologies, especially emerging AI tools and modern support practices.

Skills

Troubleshooting

AI tools

Customer support

Pattern spotting

Tools

Microsoft 365

Networking

Ticketing systems

Job description

Ever fixed the same problem three times and thought...

\"There has to be a better way than this.\"

So have we.

At First Focus, we don't just want people who can solve technical issues. We want people who are curious enough to wonder why they happened in the first place.

If you're the kind of person who notices patterns, enjoys experimenting with new technology, has already spent more time than you'd like to admit talking to ChatGPT or Claude, and thinks \"I could automate that\" at least once a week, we'd love to meet you.

Don't worry, we're not looking for an AI engineer disguised as a Support Technician. We're looking for an exceptional Support Technician who's excited about helping shape the future of IT support.

And yes, you'll still have time for merienda. Even if Manila traffic occasionally has other plans.

About First Focus

First Focus is Australia's best mid-market Managed Service Provider, recognised as the #1 MSP in Australia by Cloudtango for nine consecutive years. With almost 500 people across Australia, New Zealand and the Philippines, we've spent more than 15 years building a company where great people genuinely enjoy coming to work.

We believe talented people do their best work when they're trusted, supported and given opportunities to grow. That means less politics, more collaboration, plenty of laughter, and leaders who are happy to roll up their sleeves when needed.

One of the values we're especially excited to highlight in this role is Never Stop Growing. Technology moves quickly, and so do we. If you're naturally curious and love learning, you'll fit right in. You can read more about our values here: https://www.firstfocus.com.au/about-us/

Why this role is different

This isn't just another Support Technician role.

You’ll still provide brilliant technical support, delight customers and solve complex issues. But you'll also help us improve how support is delivered.

We're looking for someone who doesn't simply close tickets. We want someone who asks:

\"Why does this keep happening?\"

You’ll identify recurring issues, spot trends across customers, recommend opportunities for automation, and help us use AI to remove repetitive work so our engineers can focus on solving bigger problems.

You won’t be expected to build every automation yourself.

You’ll have support from specialists across the business. Your job is recognising the opportunity, asking great questions, and helping us become smarter every week.

It’s a unique opportunity to influence the future of support at First Focus. Opportunities like this don’t come around very often.

Requirements

What you’ll be doing

• Deliver exceptional technical support across desktops, Microsoft 365, servers, cloud platforms and networking
• Build trusted relationships with customers by communicating clearly and solving problems with empathy
• Troubleshoot complex issues while maintaining excellent customer satisfactionIdentify recurring incidents and investigate the root cause instead of repeatedly treating the symptoms
• Recognise opportunities for automation and AI-assisted workflows
• Work with engineering and automation teams to improve service delivery
• Share knowledge and contribute to improving documentation and internal processes
• Mentor teammates where appropriate and actively contribute to a collaborative team environment
• Continue learning new technologies, especially emerging AI tools and modern support practices

What we’re looking for

• Previous experience working in an MSP or fast-paced IT support environment
• Strong troubleshooting skills across Microsoft technologies, networking and cloud platforms
• Excellent communication skills and a genuine desire to help customers
• Strong knowledge of our tools, customers, recurring issues and the way we work
• Hands-on experience with, or genuine enthusiasm for, AI tools including ChatGPT, Claude, Copilot or similar platforms
• Interest in prompt engineering, AI agents, workflow automation or building skills is highly desirable, although not essential
• A pattern-spotter’s mindset. Someone who naturally looks for recurring issues and asks \"How do we stop this happening again?\"
• A passion for learning and improving both yourself and the team around you

Benefits

Why you’ll love working here

• Competitive salary package between ₱75,000 and ₱90,000 per month, plus other benefits
• Hybrid working arrangements
• Never Stop Growing, 10 paid study days each year, exam fees paid, salary increases for certifications (conditions apply)
• HMO from Day 1 with one dependent (spouse) and dental cover
• Free access to Uprise, including confidential coaching with qualified psychologists and counsellors
• Day shift, weekends off*, and 25 paid leave days each year
• Employee referral program worth ₱20,000
• MVP Award worth ₱10,000
• Loyalty bonuses*
• Regular social events, End of Financial Year celebrations and Christmas parties
• Weekly technical training, mentoring and genuine career development
• Modern offices located at:
  • 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas, Pasig City, Metro Manila
  • 26th Floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

If you’re excited by emerging technology, love helping people, enjoy solving problems properly instead of repeatedly, and think AI should make support engineers’ lives better instead of replacing them, we’d love to hear from you.

Come help us build the next generation of IT support.

Neurodiversity: 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.

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