While everyone else is arguing about what to order for merienda, you'll be quietly saving businesses around the world.
Not every superhero wears a cape. Some wear noise-cancelling headphones, drink questionable amounts of coffee at 2am, and calmly fix critical IT outages while the rest of the planet is blissfully asleep.
If you're the person who enjoys solving the weird, the urgent, and the "how on earth did that happen?" problems, keep reading.
First Focus is Australia's best Managed Service Provider (Cloudtango has ranked us Australia's #1 MSP for nine consecutive years), and with almost 500 awesome humans across Australia, New Zealand and the Philippines, we're still growing. The good kind of growing too. The kind where you know your manager, your ideas matter, and nobody expects you to survive on pizza and panic.
We're looking for an experienced Support Tech (After Hours) to join our global support team. You'll support clients across multiple countries, tackle complex infrastructure issues, and help lead major incidents when things don't quite go to plan. (Because technology occasionally likes to remind us who's really in charge.)
If you're someone who likes ownership, enjoys variety, and believes the best feeling in IT is finally watching a sea of red monitoring alerts turn green, you'll probably fit right in.
Why you'll love working here
• Work from anywhere in the Philippines.
• Support enterprise environments using modern Microsoft cloud technologies.
• Be trusted to solve problems, not just escalate them.
• Work with talented engineers who enjoy sharing knowledge instead of hoarding it.
• Join a company that genuinely believes in Be the Solution , one of our core values. You'll find we live our values every day, not just print them on office walls. Learn more about them at https://www.firstfocus.com.au/about-us/ .
• Build a career with Australia's leading mid-market MSP.
What you'll be doing
You'll be the calm voice when systems misbehave and the person clients are genuinely relieved to hear from.
Your days (well... nights) will include:
• Delivering Level 2 and Level 3 support across multiple managed environments.
• Monitoring infrastructure, networks and security platforms, responding to alerts before they become tomorrow morning's headlines.
• Troubleshooting Microsoft 365, Azure, Microsoft Entra ID, Intune, Active Directory, DNS, DHCP and Group Policy environments.
• Supporting VMware and Hyper-V virtual infrastructure along with server backup platforms.
• Resolving networking issues involving switching, routing, VPNs and wireless technologies.
• Prioritising incidents based on business impact and client SLAs while keeping customers informed every step of the way.
• Leading or coordinating Major Incidents (P0, P1 and P2), bringing together the right people, making sound decisions, and keeping everyone moving in the same direction.
• Following operational procedures, improving documentation, contributing ideas that make life easier for both clients and teammates, and generally leaving things better than you found them.
What we're looking for
We're not expecting a unicorn. They have terrible availability anyway.
We're looking for someone who has:
• At least 3 years' experience in a Level 2 Technical Support role within an MSP or similar environment.
• A minimum of 1 year coordinating or leading Major Incidents (P0, P1 or P2).
• Strong Microsoft infrastructure and cloud administration skills across Microsoft 365, Azure, Entra ID and Intune.
• Solid experience with Windows Server, Active Directory, virtualisation and networking technologies.
• The confidence to work independently, juggle competing priorities and still remember to update the ticket.
• Experience with ConnectWise RMM and IT Glue (highly regarded).
• The willingness to work permanent night shifts (Philippines time), including weekends, public holidays, rotating rosters and overtime when required to support global operations.