Support Technician

Location
Melbourne VIC 3004•Hybrid work
 
Benefits
Pulled from the full job description
 
Full job description
First Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 300 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.

We pride ourselves on being a genuinely great place to work, with a dynamic culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.

We are looking for the best MSP-specialised Service Desk professional in Australia. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?

We understand the challenges of Service Desk specialists and work with you and our clients to make sure you still get the time and the opportunity to train and develop
We seek the best clients for our team to work with as well as the best people to support our clients
We know that great Service Desk professionals value different things to field support (for example) - daily variety, great customer relationships and new challenges
We find and retain the best. Best Service Desk, best Managers, best Project Engineers, best team!
Duties

Providing remote service desk support to a variety of environments from 10 - 500 users, as a point of escalation and SME
Supporting a combination of servers, desktops and applications within Microsoft Azure, AD and M365 environments
Delivering the support of Azure Entra, Hyper-V (but not V-Ware :( and Citrix cloud infrastructure
Performing a wide variety of support across many technologies, using automations and AI to deliver fast support to clients
Occasional onsite and project team work to deploy solutions for customers
Working with highly experienced solutions experts to maintain best practice environments
Requirements

Advanced understanding of end user support and Active Directory
Comprehensive knowledge of Windows Server, Azure and Exchange
Genuine exposure across technical infrastructure from desktop to firewall, including LAN & WAN networking
An understanding of ticketing systems and customer service principles
Great comms coupled with a genuine desire to understand your customers and help them
Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

Between $65k and $80k + super as part of a competitive package including that includes salary, training and flexible arrangements
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
‘Never Stop Growing’ is deeply imbedded in our DNA - we offer up to 10 paid training days a year and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
Staff are encouraged to take advantage of our weekly internal training sessions and library
Opportunities for personal and professional development with our FastTrack mentor program
We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
Option of a Tesla company car as part of your ongoing employment package (conditions apply)
Regular social events and a great team culture!
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.