Support Technician – Automate & Elevate IT Support

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

Benefits offered by this job

Hybrid working arrangements

Never Stop Growing: 10 study days/year

HMO from Day 1 with one dependent and

Dental cover

Uprise coaching access

25 paid leave days/year

Employee referral program

MVP Award

Loyalty bonuses

End of Financial Year events

Job summary

First Focus is seeking an exceptional Support Technician to elevate IT support for a growing customer base in Manila. You’ll deliver brilliant technical support across desktops, Microsoft 365, servers and cloud platforms while identifying recurring issues and advocating automation with AI-assisted workflows.

The role emphasizes customer delight and continuous learning. You will collaborate with engineers and automation teams to improve service delivery, share knowledge, and mentor teammates in a

Qualifications

• Experience in MSP or fast-paced IT support.
• Strong troubleshooting across Microsoft technologies, networking and cloud platforms.
• Excellent communication and customer service mindset.

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 excellent customer satisfaction.
• Identify 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.

Skills

Troubleshooting

Communication

AI tools familiarity

Learning mindset

Pattern spotting

Tools

Microsoft 365

Networking

Job description

First Focus is seeking an exceptional Support Technician to elevate IT support for a growing customer base in Manila. You’ll deliver brilliant technical support across desktops, Microsoft 365, servers and cloud platforms while identifying recurring issues and advocating automation with AI-assisted workflows.

The role emphasizes customer delight and continuous learning. You will collaborate with engineers and automation teams to improve service delivery, share knowledge, and mentor teammates in a