Senior Support Technician - Trusted Tech, Client Hero You've spent years mastering the craft-solving complex problems, mentoring juniors, and keeping environments humming. You know your way around infrastructure, but you also know how to talk to people. You're the calm in the storm, the one clients trust when things get weird. Now it's time to join a team that sees your depth, backs your growth, and gives you the space to build real client relationships while staying hands‐on with the tech. We're First Focus-Australia's top MSP (Cloud Tango says so, 8 years running). With 300+ staff across Australia, New Zealand, and the Philippines, we've grown consistently for 15+ years by hiring great people, supporting them well, and partnering with clients who value what we do.
Why This Role Stands Out You'll be the go-to for key clients-building trust, solving problems, and making their day better You'll work across a wide range of tech-servers, cloud infra, networking, messaging, and more You'll collaborate with senior engineers and project teams to deploy smart solutions You'll have time to train, space to grow, and support from people who get it
What You'll Be Doing
Being the calm voice and sharp mind clients turn to when things go sideways
Solving problems across Microsoft AD, Azure, M365, Exchange, and Windows Server-sometimes before the client even know there's a problem
Supporting hybrid cloud setups like Azure, VMware, and Citrix with the kind of finesse that makes junior techs take notes
Diagnosing weird, wonderful, and occasionally cursed issues across desktops, servers, networks, and backups
When required, jumping into project deployments like a pro-no hand-holding required




Building robust relationships with key clients so they ask for you by name (and maybe send snacks)
Collaborating with senior engineers and solutions experts to keep environments clean, secure, and humming
Deep infrastructure knowledge-from desktop to firewall, LAN/WAN included
Strong grasp of Windows Server, Azure AD, GPO, DNS, DHCP, and messaging platforms
Experience with virtualisation (Hyper‐V, VMware) and backup tech (Veeam, Datto, StorageCraft)
Excellent communication skills-clear, confident, and client-friendly
A knack for complex problem-solving and ticket triage
Familiarity with ConnectWise, Labtech, Kaseya, or similar tools
A genuine desire to help, not just fix
What You'll Get
Up to $100k package + advantages for the right mix of skills and values
Free access to Uprise-1:1 coaching with qualified psychologists or counsellors
Flexible working arrangements to support real work‐life balance
10 paid study days a year, exam fees covered, and pay rises for certs
FastTrack mentoring program for personal and professional growth
MAD (Making A Difference) Council-equality, charity, and sustainability
Tesla company car option (yes, really-conditions apply)
Regular social events and a team culture built on trust, curiosity, and support
Neurodiverse? We've Got You. We welcome applications from Neurodiverse candidates. If you're comfortable disclosing, we'll share our Neurodiversity Statement and work with you to create an environment where your skills shine brightest.
AI in Recruitment: We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the Privacy Act **** (Cth).
This is a role for someone who's ready to be more than just technical support.
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📌 Senior Support Technician (Melbourne)
🏢 First Focus
📍 Melbourne