First Focus is hiring a Support Technician (After-Hours) to deliver essential remote and phone-based technical support to our customers in Australia. You will join a team of over 300 technical professionals dedicated to supporting all aspects of our customers' environments.
What You'll Do
- Provide remote and phone-based support to customers in Australia.
- Support servers, desktops, and applications within Microsoft AD and Exchange environments.
- Deliver support for Terminal Services, VMware, and Citrix-based cloud infrastructure.
- Perform a wide variety of Level 1-2 support across many technologies.
- Work with highly experienced solutions experts to maintain best practice environments.
- Document and log all actions into our ticketing system.
What We're Looking For
- Excellent spoken and written communication skills in English (Mandatory).
- Must be available to work graveyard or night shifts.
- Must be available to work the majority of weekends and holidays.
Nice to Have
- Advanced understanding of end user support and Active Directory.
- Good general knowledge of Windows Server and Exchange.
- Solid understanding of troubleshooting Microsoft 365.
- A general knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles.
- Experience working with an IT outsourcer or managed service provider (MSP).
- An understanding of ticketing systems and customer service principles.
- Experience with Connectwise, Labtech, and/or Solarwinds Orion.
- Possession of certifications: MCTS, MCSE, MCSA or equivalent, Microsoft Certified Professional (MCP), Citrix Certified, CCNA.
Technical Stack
- Microsoft AD, Exchange, Terminal Services, VMware, Citrix, Microsoft 365, Connectwise, Labtech, Solarwinds Orion
Team & Environment
You will join a team of over 300 technical professionals supporting all aspects of our customers' technical environments.
Benefits & Compensation
- Hybrid working arrangements.
- 1 paid study day every month.
- Support towards certifications and qualifications, including payment for exams and pay rise for achieving certs.
- HMO from the first day of employment.
- Addition of one dependent to the Company's HMO policy on the first day.
- Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors.
- 25 days paid days leave annually.
- Employee Referral Program (Php 20,000).
- Employee MVP Award (Php 10,000).
- Social events, End of Financial Year and Christmas celebrations.
- Employee Profit Sharing.
- Loyalty bonus for long-term employees.
Work Mode
This role is hybrid, with work locations at the 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines, and the 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa.
We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location, or nationality.
