Exceptional Senior Support Professional Wanted

4 weeks ago

Prospect, South Australia First Focus Full time

First Focus is a leading Managed Service Provider in Australia, boasting an impressive 270-strong team across multiple countries. With over 15 years of consistent growth and a reputation for delivering exceptional services, we are well-positioned to take on new challenges.

We pride ourselves on being a great place to work, with a dynamic culture, clear vision, and strong leadership. Our focus on hiring the best people means we're looking for an exceptional IT professional with a deep understanding of Managed Services and mid-tier client needs.

We're seeking a highly skilled Senior Service Desk professional based in South Australia. Why would such an amazing person consider joining First Focus? What sets us apart from other employers?

  • We value our Service Desk specialists and work collaboratively with them to ensure they have time for training, development, and growth opportunities.
  • We've thoughtfully selected the best clients for our team to work with, ensuring a positive and supportive environment.
  • We recognize that Service Desk professionals prioritize daily variety, excellent customer relationships, and new technical challenges.
  • We strive to maintain a best-in-class team, consisting of talented individuals who are passionate about their work.
Duties
  • Providing remote service desk support to various client environments, ranging from 10 to 500 users, as a point of escalation and Subject Matter Expert (SME).
  • Supporting a mix of online and on-prem servers, desktops, and applications within Microsoft Azure, AD, and M365 environments.
  • Delivering support for Azure, Hyper-V, and Citrix cloud infrastructures.
  • Conducting thorough troubleshooting across multiple technologies and liaising directly with key client contacts.
  • Occasionally participating in project teams to deploy solutions for clients.
  • Collaborating with experienced solutions experts to maintain best practice environments.
  • Advanced knowledge of end-user support, IT troubleshooting, and Active Directory.
  • Comprehensive understanding of Windows Server, Azure, and Exchange.
  • Familiarity with technical infrastructure, including desktops, firewalls, LAN & WAN networking.
  • Experience working with an IT outsourcer or managed service provider (MSP) is advantageous.
  • A solid understanding of ticketing systems and customer service principles is essential.
  • Proficiency with Connectwise, IT Glue, Labtech, and/or Solarwinds Orion is desirable but not mandatory.

Our company values center around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

  • An attractive compensation package, including salary, training, and flexible arrangements.
  • All employees have free access to Uprise, which includes 1:1 coaching sessions with qualified psychologists or counselors.
  • We offer hybrid working arrangements to promote work-life balance.
  • 'Never Stop Growing' is deeply ingrained in our culture - we provide up to 10 paid training days annually and support employees towards certifications and qualifications.
  • We encourage staff to participate in our weekly internal training sessions and library.
  • The FastTrack mentor program offers opportunities for personal and professional development.
  • We have a MAD (Making a Difference) Council focused on equality, charity, and environmental initiatives.
  • Option of a Tesla company car as part of our ongoing employment package.

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