Support Technician (After-Hours)

First Focus

3d • $70,000 - $90,000 • Remote

About The Position

We are First Focus, Australia's #1 MSP (Cloud Tango says so, 9 years running). With 360+ staff across Australia, New Zealand, and the Philippines, we support some genuinely great clients and we do it well. This role is part of a dedicated afterhours team, with a clear roster, proper escalation paths, and teammates who answer when you ping them. You will be structured, supported, and never left hanging with a P1 and no backup. The afterhours team isn't for everyone. But for the right person, someone who does their best work when the noise dies down, it's a genuinely great fit. First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Requirements

• 2+ years of MSP or helpdesk experience
• Solid grounding in Microsoft 365, Active Directory, and Windows Server
• Familiarity with PSA/RMM tools (ConnectWise Manage or similar)
• Clear, confident written and spoken English
• Cool head under pressure

Nice To Haves

• Experience with Datto, Huntress, Auvik, IT Glue, or SolarWinds

Responsibilities

• Handling tickets across Microsoft AD, Azure, M365, and Exchange while Australia sleeps
• Troubleshooting desktops, servers, firewalls, and networks across a varied client base
• Owning the queue during your shift: triaging, resolving, and escalating with good judgement
• Documenting incidents properly so the day team doesn't start their morning with mystery
• Supporting cloud platforms: Azure AD, Entra, HyperV, Citrix, Veeam
• Being the calm voice clients hear when something's gone sideways after hours

Benefits

• ₱70,000 – ₱90,000/month + night differential × 13 (approx. AUD 23,900 – 30,800 p.a.)
• HMO from day one — including one dependent, with dental
• Free Uprise access — 1:1 coaching with qualified psychologists or counsellors
• "Never Stop Growing" — 10 paid study days per year, cert costs covered, pay rises for certifications
• 25 paid leave days annually
• ₱20,000 Employee Referral Program
• MVP Award — ₱10,000
• Social events, EOFY and Christmas celebrations
• Profit sharing and loyalty bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed