Senior Support Engineer

First Focus is Australia's best Managed Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. It's not just us saying this - we just got voted #1 for the 8th year running on Cloud Tango dot net! We have grown consistently and profitably for over 15 years, and we're continuing to win new clients and challenge ourselves to rise to new heights.

We have just started the search for the best Senior Support Engineer in Australia who will work directly for one of our US based partner MSPs. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• The foundation of the First Focus personality is about growth and progress - curiosity, growing, solving, getting involved are all core values - come here and grow your career!
• We understand the value you deliver, and we will give you the support to get the job done - be supported to be awesome! Come here and do your best!
• We find and retain the best - best Project Engineers, best technical escalation, best team leads and managers, best team! Come here and work with the best!
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up!

Duties

• Remote Support: Provide remote and occasional onsite support to customers nationwide, addressing issues related to servers, desktops, and applications within Microsoft Azure, Active Directory (AD), and Exchange environments.
• Cloud Infrastructure Management: Support and maintain cloud infrastructure across Hyper-V, AWS, and Azure platforms, ensuring systems' efficiency and performance.
• Technical Problem Solving: Perform a variety of senior support functions, collaborating with solutions experts to maintain best practice environments and address complex technical challenges.
• Project Deployment: Opportunities to participate in project teams to deploy and manage IT solutions for clients, ensuring projects are completed on time and within scope.
• Documentation and Reporting: Document and log all actions and solutions in our systems for accountability and future reference and mentor juniors in key skills.
• Continuous Improvement and Collaboration: Work closely with experienced team members to identify opportunities for process improvement and skill development, ensuring consistent service delivery.

• An extensive knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles (Fortigate, Meraki, Cisco preferred)
• Outstanding spoken and written communication skills in English (an absolute must as Always Communicate is a key value here)
• Deep knowhow in Windows Server, desktop and Azure AD/GPO/DNS/DHCP
• Strength across messaging platforms including Exchange Hybrid, On-prem and Office 365
• Experience working with Hyper-V and other virtualisation solutions
• Extensive experience with backup technologies (Veeam, Datto and StorageCraft preferred)
• Excellent complex-problem diagnosis technique
• Exposure to ticketing tools (Connectwise, Labtech and Kaseya highly valued)

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

• Competitive salary package
• 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 and activity work to ensure our team have a life outside of work
• ‘Never Stop Growing’ is deeply embedded in our DNA - we offer 10 paid study days per 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 mentoring 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.