Support Technician (After-Hours)

Let's not pretend the hours are conventional.

While most people are winding down, you're spinning up. You're the one who catches the "urgent" Slack message at 9pm AU time before a client even finishes typing it. You've made peace with an unusual schedule, and honestly? You kind of like it.

If that's you, keep reading.

We're 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. You can read more about us and our values at https://www.firstfocus.com.au/about-us/

This isn't a solo afterhours grind. You'll be part of a dedicated afterhours team, with a clear roster, proper escalation paths, and teammates who actually answer when you ping them. Structured, supported, and never left hanging at 2am with a P1 and no backup.

What You'll Be Doing

• 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

Requirements:
What You'll Bring

• 2+ years of MSP or helpdesk experience because you've handled enough incidents to know what "urgent" really means
• 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. Concise updates matter more at midnight
• Cool head under pressure. Afterhours is exactly the wrong time to panic
• Bonus points for experience with Datto, Huntress, Auvik, IT Glue, or SolarWinds

Benefits:
We Win Together applies after 10pm too. That's just how we're built.

What You'll Get

• ₱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*
• Work setup: Primarily remote, with intermittent office visits based on business needs.*

Offices:

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas, Pasig City
• 26th Floor, Axis Tower One, Filinvest Ave, Alabang, Muntinlupa

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.

Apply now. Worst case, nothing changes. Best case, you find a team that runs on your schedule.

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.