Senior Support Technician at First Focus

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 are looking for the best MSP-specialised Senior Service Desk professional in Melbourne. 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 and develop
• We seek the best clients for our team to work with as well as the best people to support our clients
• We know that great Service Desk professionals value different things to field support (for example) - daily variety, great customer relationships and new challenges
• We find and retain the best. Best Service Desk, best Managers, best Project Engineers, best team!

Duties

• Providing remote service desk support to a variety of environments from 10 - 500 users, as a point of escalation and SME
• Supporting a combination of servers, desktops and applications within Microsoft Azure, AD and M365 environments
• Delivering the support of Azure, VMWare and Citrix cloud infrastructure
• Performing a wide variety of support across many technologies
• Occasional project team work to deploy solutions for customers
• Working with highly experienced solutions experts to maintain best practice environments

Requirements

• 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)

Benefits

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

• Competitive salary package including up to $100k + other benefits for right values and skill mix
• 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.