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

Assists Level 1 and Level 2 Service Desk technicians progress and resolve tickets
Supporting servers, desktops and applications within an Microsoft AD and Exchange environment
Delivering the support of Terminal Services, VMware, Hyper-V and Citrix-based cloud infrastructure
Performing a wide variety of Level 1-3 support functions across many technologies
Occasional project team work to deploy solutions for customers
Performing a wide variety of senior 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:

Extensive experience with Windows Server 2012 R2 and above
Extensive knowledge in AD/GPO/DNS/DHCP
Exchange On-prem, Hybrid and Office 365
Experience working with VMWare & Hyper-V
iDRAC/iLO
O365 and AD Administration
SAN/Storage
Extensive experience with backup technologies (Veeam and StorageCraft preferred)
Excellent complex-problem diagnosis technique
Azure
Strong Networking skills (LAN, WAN, TCP/IP, DNS & DHCP)
Firewalls (Fortigate, Meraki, Sophos UTM preferred)
Email Security Gateway/Anti Spam
Remote Desktop Services (RDS)
Experience with Connectwise, Labtech, and/or Solarwinds Orion (Desired)

Qualifications:

At least 5 years of extensive experience doing Senior Support Role
Worked in Managed services, outsourcing or professional services environment is a plus
Calm under pressure
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

Benefits

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*

If you get hired, the official job title for this Senior Support Engineer role will be "Client SME".
Salary will depend on the evaluation of candidate's values, skills and experiences.

Senior Support Technician