Senior Support Technician - CORE and AI Integration

About the Role

We seek a Senior Support Technician to specialize in supporting clients utilizing CORE, a managed IT and AI service provided by First Focus, based in Auckland, New Zealand. This role requires exceptional IT support skills encompassing servers, endpoints, networks, Azure, Entra, and Microsoft 365, alongside a strong proficiency in AI and automation beyond basic tool usage.

As part of your responsibilities, you'll implement practical AI and automation solutions to enhance client systems, actively contribute to defining AI-enabled managed support, and maintain client environments involving infrastructure, security, and ongoing improvements.

Responsibilities

• Deliver senior-level L2 and L3 support while acting as the technical subject matter expert (SME) for CORE clients.
• Manage and troubleshoot Microsoft environments, including Windows Server, Active Directory, Azure, Entra, and Microsoft 365.
• Resolve issues related to infrastructure, networking, cloud services, backup solutions, security, and virtualization.
• Plan and deploy AI tools, automation workflows, and agents, leveraging technologies such as ChatGPT, Claude, Power Automate, and SharePoint.
• Collaborate with engineering teams, mentor junior technicians, and comprehensively document technical processes.

Candidate Profile

• Demonstrated advanced experience providing senior L2/L3 support within Microsoft-centric environments.
• Well-versed in Windows Server, Active Directory, DNS, Group Policy Objects (GPO), Azure, Entra, and Microsoft 365.
• Broad proficiency managing infrastructure components including endpoints, servers, networking equipment, firewalls, virtualization platforms, and backup systems.
• Practical hands-on experience with AI platforms and automation, especially ChatGPT, Claude, and Power Automate, ideally with real-world implementation exposure.
• Experience in multi-client environments or MSPs preferred; strong background in internal IT teams is also valued.
• Exceptional communication skills, strong client service orientation, and sound technical judgement.
• Curiosity and commitment to continuous learning about evolving AI tools and technologies.

Company Culture and Values

First Focus is an established MSP operating across Australia, New Zealand, and the Philippines with a commitment to innovation and client success. CORE integrates managed IT with AI, automation, security, and ongoing enhancements that empower clients beyond traditional IT maintenance.

We embrace values such as curiosity, proactive problem solving, clear communication, teamwork, simplicity, client delight, and continuous growth. We expect all team members to uphold these principles authentically.

Benefits

• Competitive salary package with KiwiSaver contributions and other benefits.
• Flexible working arrangements, including hybrid options near NZ offices and fully remote work elsewhere in New Zealand.
• Access to mental health support via Uprise with one-on-one coaching with qualified professionals.
• Ten paid study days annually, certification assistance, and exam sponsorship.
• Regular internal technical training and access to extensive learning resources.
• Mentoring through the FastTrack program and opportunities to expand AI and automation expertise as CORE evolves.
• Participation in the MAD Council, promoting equality, charity, and environmental initiatives.
• Engagement in social events and a collaborative team environment.

Additional Information

We actively welcome applications from neurodiverse individuals and encourage disclosure to provide tailored support throughout the recruitment process. Our hiring process utilizes AI-assisted review tools compliant with the New Zealand Privacy Act 2020, but final decisions are made by our recruitment team.

This role does not require an AI research background but favors candidates with practical AI development skills capable of turning emerging technology into reliable solutions.