Senior Support Technician

Let's be honest. If you've worked in IT support for a while, you've probably discovered that "just a quick question" is rarely quick, and "it's probably nothing" almost always turns into something. If you enjoy solving real problems, building trusted client relationships, and working with a team that actually has your back, you'll probably like it here.

Who we are (and why you might actually like us)First Focus is Australia's best Managed Service Provider (MSP), with over 400 legends across Australia, New Zealand, and the Philippines. We've been growing for over 15 years, profitably, sustainably, and without turning into a corporate circus. We're big on doing things properly. That means: • No toxic nonsense • No "figure it out yourself" management style • And no pretending burnout is a personality trait. Not saying it can't happen here, but we don't like it any more than you do and work hard to make sure our teams are properly resourced.

We hire smart people, give them proper support, and then, radical idea, let them do their jobs.

So what's this role really about?You're not just another ticket jockey. As a Senior Support Technician (we call this role a Client SME here), you'll be the go-to technical brain for your clients. The person they trust. The one who actually understands their environment, not just someone who Googles error messages faster than everyone else. You'll own your client environments, solve real problems, and occasionally be the hero (modest applause optional).

Why you'll probably enjoy this• Hybrid working, because commuting every day is a personality test • Work alongside genuinely smart engineers (the good kind, not the ego kind) • Real ownership of client environments, not just "close ticket, move on" • Clear growth path, we actually promote from within • Enough variety to keep things interesting, without chaos