Support Technician
- Compensation
- Not disclosed
- Location
- Pasig, Metro Manila, Philippines; Muntinlupa, Metro Manila, Philippines
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 15+ years
- Category
- Support
- Posted
Skills
Must have
- Previous experience working in an MSP or fast-paced IT support environment.
- Strong troubleshooting skills across Microsoft technologies, networking and cloud platforms.
- Excellent communication skills and a genuine desire to help customers.
- Strong knowledge of our tools, customers, recurring issues and the way we work.
- Hands-on experience with, or genuine enthusiasm for, AI tools including ChatGPT, Claude, Copilot or similar platforms.
- Interest in prompt engineering, AI agents, workflow automation or building skills is highly desirable, although not essential.
- A pattern-spotter's mindset. Someone who naturally looks for recurring issues and asks "How do we stop this happening again?"
- A passion for learning and improving both yourself and the team around you.
Full description
Ever fixed the same problem three times and thought…
"There has to be a better way than this."
So have we.
At First Focus, we don't just want people who can solve technical issues. We want people who are curious enough to wonder why they happened in the first place.
If you're the kind of person who notices patterns, enjoys experimenting with new technology, has already spent more time than you'd like to admit talking to ChatGPT or Claude, and thinks "I could automate that" at least once a week, we'd love to meet you.
Don't worry, we're not looking for an AI engineer disguised as a Support Technician. We're looking for an exceptional Support Technician who's excited about helping shape the future of IT support.
And yes, you'll still have time for merienda. Even if Manila traffic occasionally has other plans.
About First Focus
First Focus is Australia's best mid-market Managed Service Provider, recognised as the #1 MSP in Australia by Cloudtango for nine consecutive years. With almost 500 people across Australia, New Zealand and the Philippines, we've spent more than 15 years building a company where great people genuinely enjoy coming to work.
We believe talented people do their best work when they're trusted, supported and given opportunities to grow. That means less politics, more collaboration, plenty of laughter, and leaders who are happy to roll up their sleeves when needed.
One of the values we're especially excited to highlight in this role is Never Stop Growing. Technology moves quickly, and so do we. If you're naturally curious and love learning, you'll fit right in. You can read more about our values here:
Why this role is different
This isn't just another Support Technician role.
You'll still provide brilliant technical support, delight customers and solve complex issues. But you'll also help us improve how support is delivered.
We're looking for someone who doesn't simply close tickets. We want someone who asks:
"Why does this keep happening?"
You'll identify recurring issues, spot trends across customers, recommend opportunities for automation, and help us use AI to remove repetitive work so our engineers can focus on solving bigger problems.
You won't be expected to build every automation yourself.
You'll have support from specialists across the business. Your job is recognising the opportunity, asking great questions, and helping us become smarter every week.
It's a unique opportunity to influence the future of support at First Focus. Opportunities like this don't come around very often.