Job Title: MSP-Specialised Service Desk Professional
About Us:
First Focus is a reputable mid-market Managed Service Provider in Australia, renowned for its stable and focused company culture.
We have a dynamic team of over 270 staff across various locations, with a consistent growth record spanning over 15 years. Our goal is to win new clients and continuously evolve our solutions.
What We Offer:
We pride ourselves on being a great place to work, with a clear vision and strong leadership. Our employees value flexibility and are encouraged to maintain a satisfying work-life balance through hybrid working arrangements.
Our competitive package includes salary, training, and flexible arrangements. Additionally, we offer free access to Uprise, including 1:1 coaching sessions with qualified psychologists or counsellors.
We believe in continuous growth and development, providing up to 10 paid training days per year and supporting employees towards certifications and qualifications. We also offer opportunities for personal and professional development through our FastTrack mentor program.
Around the office, you can expect regular social events and a collaborative team culture. We even have an option of a Tesla company car as part of your ongoing employment package (conditions apply).
Your Role:
We're looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients. As a Service Desk professional, you will provide remote support to a variety of environments, escalating and resolving issues as needed.
You'll work closely with experienced solutions experts to maintain best practice environments, delivering top-notch support across multiple technologies. Your advanced understanding of end-user support, Active Directory, and technical infrastructure will be essential to this role.
Key Responsibilities:
* Providing remote service desk support to various environments (10-500 users)
* Serving as a point of escalation and SME for complex issues
* Supporting servers, desktops, and applications within Microsoft Azure, AD, and M365 environments
* Maintaining Azure Intra, Hyper-V, Citrix cloud infrastructure, and other technical systems
Requirements:
* Comprehensive knowledge of Windows Server, Azure, and Exchange
* Genuine exposure across technical infrastructure from desktop to firewall, including LAN & WAN networking
* An understanding of ticketing systems and customer service principles
* Great communication skills and a genuine desire to understand customers' needs
Benefits:
We welcome applications from Neurodiverse candidates and encourage disclosure along with the application. This way, we can provide a copy of our Neurodiversity Statement outlining the flexible options available.
In return for your expertise, you can expect a competitive salary range between $75k and $80k + super, as part of our comprehensive benefits package.