Senior Support Technician

7 months ago

Prospect, Australia First Focus Full time

First Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 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 Senior Service Desk professional in South 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, develop and keep on growing (see our training days benefit below)
  • We've really thought about what makes a great client and seek only the best clients for our team to work with
  • We know that great Service Desk professionals value different things to field support (for example) - daily variety, great customer relationships and new challenges in current and new tech
  • We find and retain the best. Best Service Desk, best Team Leaders, best Technical Leads and Specialists. Best team fullstop

Duties

  • Providing remote service desk support to a wide variety of client environments from 10 - 500 users, as both a point of escalation and Subject Matter Expert (we actually call this role a Client SME)
  • Supporting a combination of online and on-prem servers, desktops and applications within Microsoft Azure, AD and M365 environments
  • Delivering the support of Azure, Hyper-V and Citrix cloud infrastructures (no VMWare anymore :(
  • Performing a wide variety of troubleshooting across many technologies and liaising directly with key contacts inside our clients
  • Occasional 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, IT troubleshooting and Active Directory
  • Comprehensive knowledge of Windows Server, Azure and Exchange
  • Genuine exposure across technical infrastructure from desktop to firewall, including LAN & WAN networking
  • Experience working with an IT outsourcer or managed service provider (MSP) is an advantage and will reduce your learning curve
  • An understanding of ticketing systems and customer service principles is critical
  • Experience with Connectwise, IT Glue, Labtech, and/or Solarwinds Orion are all desirable but not mandatory

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

  • Compelling package 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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