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Job description
About the Role
If you have experience in IT support, you know that minor issues often turn into complex problems. This position adds another layer: exploring how AI or automation can completely resolve issues before they arise.
We seek a Senior Support Technician to specialise in supporting clients using CORE, our managed IT and AI platform.
This role requires strong traditional IT support skills—experience with servers, endpoints, networks, Azure, Entra, Microsoft 365—and dealing with legacy or obscure systems. Beyond that, you should have practical hands-on experience extending AI beyond simple interactions like rephrasing emails with ChatGPT.
You will implement AI and automation solutions for clients, maintain underlying technologies, and help define exemplary AI-driven managed support.
About Us
First Focus is Australia's leading Managed Service Provider, operating across Australia, New Zealand, and the Philippines with nearly 500 staff.
Our CORE offering combines managed IT with AI, automation, data governance, security, and continuous improvement. This role focuses on delivering next-level IT support enhanced with AI and automation capabilities.
Key Responsibilities
- Provide senior L2/L3 technical support and be the technical subject matter expert for your assigned CORE clients.
- Support Microsoft environments: Windows Server, Active Directory, Azure, Entra, and Microsoft 365.
- Troubleshoot across infrastructure domains—networking, cloud, backups, virtualisation, and security.
- Implement AI tools, automation workflows, and agents identified through the CORE platform.
- Work with emerging AI technologies including ChatGPT, Claude, Power Automate, and SharePoint.
- Collaborate with engineering teams, mentor junior technicians, and ensure comprehensive documentation.
Candidate Requirements
- Robust L2/L3 experience supporting Microsoft ecosystems including Windows Server, AD, DNS, Group Policy, Azure, Entra, and M365.
- Wide-ranging infrastructure skills covering endpoints, servers, networking, firewalls, virtualisation, and backup solutions.
- Hands-on experience with AI tools and automation platforms, particularly ChatGPT, Claude, and Power Automate.
- Established track record of implementing AI or automation solutions used by real-world users.
- Experience working in MSP or multi-client environments preferred; strong internal IT experience also considered.
- Excellent communication abilities, customer service focus, and solid technical judgement.
- A curious mindset to explore emerging AI technologies as they evolve.
This role does not require AI research expertise or data science skills but values practical production AI experience, even if relatively recent.
Work Culture and Values
We encourage continuous learning, experimentation, and challenging outdated workflows.
Our core values include Live Curiously, Always Communicate, Be the Solution, Win Together, Keep it Simple, Wow the Customer, and Never Stop Growing—an authentic reflection of how we operate every day.
Benefits
- Competitive salary package with KiwiSaver and additional benefits.
- Flexible hybrid working arrangements near NZ offices or fully remote options within New Zealand.
- Access to mental health support including 1:1 coaching with professional psychologists or counsellors.
- 10 paid study days annually, support for certifications, and coverage of exam fees.
- Ongoing internal technical training and access to extensive learning resources.
- Mentorship programs aimed at accelerating career and AI/automation skill growth.
- Participation in equality, charity, and environmental initiatives through the MAD Council.
- Regular social events fostering a positive team environment.
Diversity and Inclusion
We welcome applications from neurodiverse candidates and offer flexible accommodations to allow you to demonstrate your abilities effectively.
Recruitment Practices
Our hiring process uses AI-assisted tools for screening, but all decisions are finalized by the recruitment team in full compliance with New Zealand Privacy legislation.