Support Technician

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 Canberra, 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

- 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

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.

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