Support Technician (Night Shift)

First Focus; United States; Remote; USD 12,000 - 16,000; Full time

Benefits offered by this job

Remote work

HMO from Day 1 with dependent

10 paid study days per year

Training & certifications paid

25 days paid leave

Referral bonus

MVP Award

Social events & parties

Job summary

First Focus is seeking an experienced Support Tech (After Hours) to join our global support team. You’ll support clients across multiple countries, tackle complex infrastructure issues, and help lead major incidents when things don’t go to plan.

You’ll work night shifts (Philippines time), remotely, focusing on Microsoft 365, Azure, Entra ID, Intune, Windows Server, AD, DNS, DHCP and networking. Join a team that values ownership and continuous learning.

Qualifications

• At least 3 years of Level 2 Technical Support in an MSP or similar environment.
• Minimum 1 year coordinating or leading Major Incidents (P0, P1 or P2).
• Strong Microsoft infrastructure and cloud administration skills across Microsoft 365, Azure, Entra ID and Intune.
• Experience with Windows Server, Active Directory, virtualization and networking technologies.
• Ability to work independently, juggle priorities and update tickets promptly.
• Experience with ConnectWise RMM and IT Glue is highly regarded.
• Willingness to work permanent night shifts (Philippines time), including weekends and holidays.

Responsibilities

• Deliver Level 2 and Level 3 support across multiple managed environments.
• Monitor infrastructure, networks and security platforms, respond to alerts proactively.
• Troubleshoot Microsoft 365, Azure, Entra ID, Intune, AD, DNS, DHCP and GPO environments.
• Support VMware and Hyper‑V, and server backup platforms.
• Resolve networking issues including switching, routing, VPNs, and wireless tech.
• Prioritize incidents based on impact and SLAs, keeping customers informed.
• Lead or coordinate Major Incidents (P0/P1/P2) with cross‑functional teams.
• Improve documentation and contribute ideas to simplify operations.

Skills

Level 2 Technical Support

Major Incident management

Microsoft 365 / Azure / Entra ID / Int

Windows Server / Active Directory / V

ConnectWise RMM

IT Glue

Night shift availability

Tools

ConnectWise RMM

IT Glue

Microsoft 365

Azure

Job description

While everyone else is arguing about what to order for merienda, you’ll be quietly saving businesses around the world.

Not every superhero wears a cape. Some wear noise-cancelling headphones, drink questionable amounts of coffee at 2am, and calmly fix critical IT outages while the rest of the planet is blissfully asleep.

If you’re the person who enjoys solving the weird, the urgent, and the “how on earth did that happen?” problems, keep reading.

First Focus is Australia’s best Managed Service Provider (Cloudtango has ranked us Australia’s #1 MSP for nine consecutive years), and with almost 500 awesome humans across Australia, New Zealand and the Philippines, we’re still growing. The good kind of growing too. The kind where you know your manager, your ideas matter, and nobody expects you to survive on pizza and panic.

We’re looking for an experienced Support Tech (After Hours) to join our global support team. You’ll support clients across multiple countries, tackle complex infrastructure issues, and help lead major incidents when things don’t quite go to plan. (Because technology occasionally likes to remind us who’s really in charge.)

If you’re someone who likes ownership, enjoys variety, and believes the best feeling in IT is finally watching a sea of red monitoring alerts turn green, you’ll probably fit right in.

Why you’ll love working here

• Work from anywhere in the Philippines.
• Support enterprise environments using modern Microsoft cloud technologies.
• Be trusted to solve problems, not just elevate them.
• Work with talented engineers who enjoy sharing knowledge instead of hoarding it.
• Join a company that genuinely believes in Be the Solution, one of our core values. You’ll find we live our values every day, not just print them on office walls. Learn more about them at https://www.firstfocus.com.au/about-us/.
• Build a career with Australia’s leading mid-market MSP.

What you’ll be doing

You’ll be the calm voice when systems misbehave and the person clients are genuinely relieved to hear from.

Your days (well… nights) will include:

• Delivering Level 2 and Level 3 support across multiple managed environments.
• Monitoring infrastructure, networks and security platforms, responding to alerts before they become tomorrow morning’s headlines.
• Troubleshooting Microsoft 365, Azure, Microsoft Entra ID, Intune, Active Directory, DNS, DHCP and Group Policy environments.
• Supporting VMware and Hyper‑V virtual infrastructure along with server backup platforms.
• Resolving networking issues involving switching, routing, VPNs and wireless technologies.
• Prioritising incidents based on business impact and client SLAs while keeping customers informed every step of the way.
• Leading or coordinating Major Incidents (P0, P1 and P2), bringing together the right people, making sound decisions, and keeping everyone moving in the same direction.
• Following operational procedures, improving documentation, contributing ideas that make life easier for both clients and teammates, and generally leaving things better than you found them.

We’re not expecting a unicorn. They have terrible availability anyway.

We’re looking for someone who has:

• At least 3 years’ experience in a Level 2 Technical Support role within an MSP or similar environment.
• A minimum of 1 year coordinating or leading Major Incidents (P0, P1 or P2).
• Strong Microsoft infrastructure and cloud administration skills across Microsoft 365, Azure, Entra ID and Intune.
• Solid experience with Windows Server, Active Directory, virtualisation and networking technologies.
• The confidence to work independently, juggle competing priorities and still remember to update the ticket.
• Experience with ConnectWise RMM and IT Glue (highly regarded).
• The willingness to work permanent night shifts (Philippines time), including weekends, public holidays, rotating rosters and overtime when required to support global operations.

What’s in it for you?

• Competitive salary package between ₱70,000 and ₱90,000 per month, plus additional benefits.
• Remote working arrangements.
• "Never Stop Growing", 10 paid study days per year, exam fees paid, and salary increases for certifications (conditions apply).
• Regular technical training and access to our learning resources.
• HMO from Day 1, including one dependent (spouse), with dental cover.
• Free access to Uprise, including confidential 1:1 coaching with qualified psychologists or counsellors.
• 25 days of paid leave annually.
• Employee referral bonus of ₱20,000.
• MVP Award worth ₱10,000.
• Regular social events, End of Financial Year celebrations and Christmas parties.
• Loyalty bonuses (conditions apply).

If you ever need to visit us, you’ll find our teams at:

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas, Pasig City, Metro Manila
• 26th Floor, Axis Tower One Building, Filinvest Avenue, Alabang, Muntinlupa

If you’re looking for another job where you’ll spend your nights resetting passwords… this probably isn’t it.

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.

AI in Recruitment: 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.