Senior Support Technician

About the role

First Focus, an Australian MSP with 300+ staff across Australia, New Zealand and the Philippines, is looking for a Senior Support Technician in Canberra. The role sits in the Support department, works in a hybrid workplace and pays AUD 85,000 to 100,000. It suits someone who has solved complex problems for years, mentors juniors and keeps environments running, and who wants to build real client relationships while staying hands-on with the technology.

Key responsibilities

• Be the go-to person for key clients, solving problems and building trust
• Solve issues across Microsoft AD, Azure, M365, Exchange and Windows Server, sometimes before the client knows there is a problem
• Support hybrid cloud setups such as Azure, VMware and Citrix
• Diagnose issues across desktops, servers, networks and backups
• Take part in project deployments when required
• Build strong relationships with key clients
• Work with senior engineers and solutions experts to keep environments clean, secure and running

Required profile

• Deep infrastructure knowledge, from desktop to firewall, including LAN/WAN
• Strong grasp of Windows Server, Azure AD, GPO, DNS, DHCP and messaging platforms
• Experience with virtualisation (Hyper-V, VMware) and backup technology (Veeam, Datto, StorageCraft)
• Excellent communication skills, clear and client-friendly
• Natural ability for complex problem-solving and ticket triage
• Familiarity with ConnectWise, Labtech, Kaseya or similar tools

What we offer

• Package up to $100k plus benefits
• Free access to Uprise, 1:1 coaching with psychologists or counsellors
• Flexible working arrangements
• 10 paid study days a year, exam fees covered and pay rises for certifications
• FastTrack mentoring program
• MAD (Making A Difference) Council covering equality, charity and sustainability
• Tesla company car option, conditions apply
• Regular social events and a supportive team culture