Job Description

We are seeking a passionate and experienced Senior Service Desk professional to work within one of our SD teams to support a wide range of customer technical environments. This is a highly varied role, across multiple technologies, with unlimited scope to advance your technical knowledge and your career. The right person will be able to leverage deep technical expertise, strong business acumen and a genuine desire to help customers to provide outstanding outcomes for them.

Life at First Focus is all about helping our customers use technology. We simplify, we succeed as a team, and when something isn't right, we call it out. We listen to each other, and to our customers. We make changes (often very quickly) and we don't tolerate office politics.

First Focus is one of Australia's leading Managed Service Providers, with over 145 staff across multiple offices in Australia, New Zealand and Asia. We have grown consistently and profitably for over 15 years, and we're continuing to win new clients and evolve our solutions.

In this role, you will:

  • Provide remote service desk and onsite support to a wide variety of customer environments ranging from 10 - 500 users
  • Provide a combination of server, desktop and application support within Microsoft AD and Exchange environments
  • Support of Terminal Services, VMware and Citrix-based cloud infrastructure
  • Act as the final level of escalation for our National Service Desk
  • Perform a wide variety of Level 1-3 support across many technologies
  • Occasionally perform project team work to deploy solutions for customers
  • Work with highly experienced Solutions Architects to maintain best practice environments
  • Install and configure Servers, Networking and other IT equipment
  • Opportunities to be involved with account management, VOIP, technical presales, and other areas

Requirements

  • Experience working with an IT outsourcer or Managed Service Provider (this one is a must!)
  • Expert desktop support knowledge. You must be familiar with end user support and Active Directory to be considered for this role
  • Advanced knowledge of Windows Server and Exchange
  • General understanding of LAN & WAN networking principles
  • A general knowledge of technical infrastructure from desktop to firewall
  • An understanding of backup systems and software
  • An understanding of ITIL and customer service principles would be highly regarded
  • Excellent written and spoken English, with a warm yet professional phone manner
  • Great attention to detail and time management skills
  • Fast and accurate keyboard skills, with proper spelling and grammar
  • Office 365 experience
  • Knowledge of Apple Mac environments (Desired)
  • Experience with Connectwise, Labtech, and/or Solarwinds Orion (Desired)

Benefits

First Focus is growing and we are offering a competitive salary and huge opportunities to develop your IT career and take on additional responsibilities. At First Focus, you are never a number.

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