Support Technician – AI-Driven Innovator

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

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.