Support Technician, US Shift

🕒 Junho 17

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First Focus

SiteLinkedInTodas as Vagas

201 - 500 funcionários

☁️ SaaS

🔒 Cibersegurança

SaaS • IT Services • Cybersecurity

A First Focus é a principal provedora de serviços gerenciados da Austrália, especializada em oferecer serviços de TI de alta qualidade e confiabilidade para empresas de médio porte. A empresa oferece um conjunto abrangente de serviços, incluindo consultoria de TI, migração para a nuvem, suporte de TI e serviços de segurança gerenciada, entre outros. A First Focus é certificada pela ISO e comprometida em proporcionar um serviço e suporte excepcionais, ajudando as organizações a otimizar sua infraestrutura de TI e ter sucesso com a tecnologia. Com presença em toda a Austrália, Nova Zelândia e Filipinas, a First Focus é conhecida por sua abordagem proativa à gestão de TI, garantindo que os clientes experimentem um tempo de inatividade mínimo e máxima produtividade.

Descrição

• Provide frontline technical support for desktops, laptops, peripherals, printers, mobile devices, user accounts, and access issues. • Troubleshoot Windows, Microsoft 365, Azure AD, and basic network or server-related issues. • Log, update, and resolve tickets with clear notes and sensible urgency. • Support authentication, authorisation, and password reset issues with a steady hand. • Document fixes and troubleshooting steps so the next person does not have to rediscover the same headache. • Escalate complex issues to senior support or engineering with proper context and detail. • Support US-based employees and systems during US business hours, on a graveyard shift in Manila. • Keep communication clear, calm, and human, even when the problem is doing its best impression of a small disaster.

🎯 Requisitos

• At least 1 year of technical support or customer service experience. • Solid troubleshooting skills across hardware, software, and end-user support. • Experience with Windows Server, Active Directory, Azure AD, DNS, DHCP, or Microsoft 365 is a strong advantage. • Confidence supporting printers, mobile devices, and basic networking issues. • Good written and verbal communication. • A calm, solutions-first attitude when everyone else is having a very serious moment over something that was probably a cable. • Willingness to work graveyard shift, weekends, shifting schedules, holidays, and overtime based on business needs. • Certifications such as CompTIA A+, Network+, or Microsoft AZ-900 are preferred, not required.

🏖️ Benefícios

• HMO from day 1 + 1 dependent with dental cover • Free Uprise access with 1:1 coaching • 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply) • 25 paid leave days annually • Employee referral program, ₱20,000 • MVP award, ₱10,000 • Social events, End-of-FY and Christmas parties • Loyalty bonuses* • Work setup: Primarily remote, with intermittent office visits based on business needs.*