Job Description

Descriptionn
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Senior Support Technician – Trusted Tech, Client Hero

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You’ve spent years mastering the craft—solving complex problems, mentoring juniors, and keeping environments humming.

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You know your way around infrastructure, but you also know how to talk to people.

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You’re the calm in the storm, the one clients trust when things get weird.

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n 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.

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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.

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Why This Role Stands Out

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- You’ll be the go-to for key clients—building trust, solving problems, and making their day better
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- You’ll work across a wide range of tech—servers, cloud infra, networking, messaging, and more
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- You’ll collaborate with senior engineers and project teams to deploy smart solutions
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- You’ll have time to train, space to grow, and support from people who get it
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What You’ll Be Doing

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- Being the calm voice and sharp mind clients turn to when things go sideways
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- Solving problems across Microsoft AD, Azure, M365, Exchange, and Windows Server—sometimes before the client even know there’s a problem
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- Supporting hybrid cloud setups like Azure, VMware, and Citrix with the kind of finesse that makes junior techs take notes
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- Diagnosing weird, wonderful, and occasionally cursed issues across desktops, servers, networks, and backups
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- When required, jumping into project deployments like a pro—no hand-holding required
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- Building strong relationships with key clients so they ask for you by name (and maybe send snacks)
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- Collaborating with senior engineers and solutions experts to keep environments clean, secure, and humming
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Requirementsn
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- Deep infrastructure knowledge—from desktop to firewall, LAN/WAN included
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- Solid grasp of Windows Server, Azure AD, GPO, DNS, DHCP, and messaging platforms
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- Experience with virtualisation (Hyper-V, VMware) and backup tech (Veeam, Datto, StorageCraft)
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- Excellent communication skills—clear, confident, and client-friendly
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- A knack for complex problem-solving and ticket triage
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- Familiarity with ConnectWise, Labtech, Kaseya, or similar tools
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- A genuine desire to help, not just fix
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Benefitsn
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What You’ll Get

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- Up to $100k package + benefits for the right mix of skills and values
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- Free access to Uprise—1:1 coaching with qualified psychologists or counsellors
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- Flexible working arrangements to support real work-life balance
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- 10 paid study days a year, exam fees covered, and pay rises for certs
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- FastTrack mentoring program for personal and professional growth
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- MAD (Making A Difference) Council—equality, charity, and sustainability
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- ⚡️ Tesla company car option (yes, really—conditions apply)
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- Regular social events and a team culture built on trust, curiosity, and support
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Neurodiverse? We’ve Got You.
n 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.

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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 1988 (Cth).

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This is a role for someone who’s ready to be more than just technical support. If you’re still reading, we’d love to hear from you.

📌 Senior Support Technician (Canberra)
🏢 First Focus
📍 Canberra