Support Technician, US Shift

🕒 June 17

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First Focus

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🔒 Cybersecurity

SaaS • IT Services • Cybersecurity

First Focus is Australia's leading managed service provider, specializing in delivering high-quality and reliable IT services to mid-market businesses. The company offers a comprehensive suite of services including IT consulting, cloud migration, IT support, and managed security services, among others. First Focus is ISO certified and committed to providing exceptional service and support, helping organizations optimize their IT infrastructure and succeed with technology. With a presence throughout Australia, New Zealand, and the Philippines, First Focus is known for its proactive approach to IT management, ensuring clients experience minimal downtime and maximized productivity.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.*