IT Support Technician

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. 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 Support Technician in the Philippines who will be supporting all aspects of our customers' technical environments across Australia. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - 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!
• We find and retain the best - best Project Engineers, best technical escalation, best team leads and managers, best team!
• 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

• Providing remote and phone based support to customers in Australia
• Supporting servers, desktops and applications within Microsoft AD and Exchange environments
• Delivering the support of Terminal Services, VMware and Citrix-based cloud infrastructure
• Performing a wide variety of Level 1-2 support across many technologies
• Working with highly experienced solutions experts to maintain best practice environments
• Document and log all actions into ticketing system

Office Address: 

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa 

Requirements

To succeed in this role, we don't expect you to have skills in all of these areas but a working knowledge will give you an advantage:

• Advanced understanding of end user support and Active Directory
• Good general knowledge of Windows Server and Exchange
• Solid understanding of troubleshooting Microsoft 365
• A general knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles
• Experience working with an IT outsourcer or managed service provider (MSP)
• An understanding of ticketing systems and customer service principles
• Experience with Connectwise, Labtech, and/or Solarwinds Orion (Desired)
• Excellent spoken and written communication skills in English (Mandatory)

Possession of these certifications will give you an advantage for this role, so if you have any of these, please make sure to let us know:

• MCTS, MCSE, MCSA or equivalent
• Microsoft Certified Professional (MCP)
• Citrix Certified
• CCNA

• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements.
• ‘Never Stop Growing’ is deeply embedded in our DNA - we offer 1 paid study day every month and support employees towards certifications and qualifications - we will pay for the exam and will also give you a pay rise for achieving certs (conditions apply, of course)
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• Dayshift, weekends off* plus25 days paid days leave annually
• Employee Referral Program (Php 20,000)
• Employee MVP Award (Php 10,000)
• Social events, End of Financial Year and Christmas
• Employee Profit Sharing*
• Loyalty bonus for long-term employees*