IT Support Technician

As an IT Support Technician at First Focus, you'll provide remote and phone-based support to customers in Australia. Your responsibilities will include troubleshooting servers, desktops, and applications within Microsoft AD and Exchange environments, and maintaining cloud infrastructure systems like Terminal Services, VMware, and Citrix. You'll also document and log all actions taken in a ticketing system to ensure efficient support.

To excel as an IT Support Technician at First Focus, applicants should possess a solid understanding of end-user support and Active Directory. While not mandatory, knowledge of Windows Server, Exchange, networking principles, and experience working with an IT outsourcer or managed service provider (MSP) will enhance your candidacy. Excellent communication skills in English, both spoken and written, are essential for this role.

First Focus is committed to the growth of its employees. As an IT Support Technician, you’ll have the chance to earn certifications with supported study days. The company provides financial assistance for exam fees and offers pay rises upon achieving certifications. This commitment to professional development showcases First Focus's belief in 'Never Stop Growing.'

At First Focus, IT Support Technicians can look forward to a positive and inclusive work environment. The company actively promotes transparency, discouraging toxicity, which fosters a healthy atmosphere for collaboration. With benefits like flexible working arrangements, weekends off, and social events, the work culture is designed to support a great work-life balance.

First Focus offers an array of benefits for IT Support Technicians, including Health Maintenance Organization (HMO) coverage from the first day, paid study days, and the option to include a dependent in the company health policy. Additionally, the company provides generous paid leave, employee referral programs, and performance bonuses, creating a supportive work experience.

In your response, highlight specific tasks you performed using Active Directory, such as user account management, group policies, or troubleshooting login issues. Provide examples where your proactive approach led to resolving issues swiftly, demonstrating your problem-solving skills.

Explain your method of prioritizing tasks based on urgency and impact on the client’s business. Share how you communicate with users about progress and updates, which showcases your ability to manage expectations effectively while ensuring timely resolutions.

Discuss the standardized approach you take when troubleshooting issues in Microsoft 365, such as checking service health dashboards, using PowerShell for deeper insights, and ensuring clients’ configurations are correct. This shows you have a strategic mindset and technical expertise.

Use the STAR method to outline the specific scenario, the actions you took, and the positive outcome from resolving the issue. This will demonstrate your critical thinking and capability in handling complex situations effectively.

Provide an overview of what LAN and WAN refer to, their differences, and how you have implemented or troubleshot networking issues in your previous roles. Emphasize your foundational knowledge and practical experience in managing network infrastructure.

Mention specific ticketing systems you are familiar with, such as Connectwise or Solarwinds Orion. Illustrate how you utilized these tools to log issues, track progress, and improve communication with users, demonstrating your capacity to contribute effectively to a service desk environment.

Discuss your communication strategy, such as asking clarifying questions, actively listening to clients, and simplifying technical jargon. Sharing a personal anecdote about a successful client communication can enhance the authenticity of your response.

List relevant certifications you possess, such as MCSE, MCSA, or any Citrix credentials. If you’re currently pursuing certifications, share your goals and how they align with the IT Support Technician role at First Focus, showcasing your commitment to professional development.

Describe your methods for staying current in the ever-evolving IT landscape, whether through online courses, webinars, participating in IT forums, subscribing to industry publications, or engaging in professional networks. This will illustrate your proactive approach to personal growth.

Connect your personal values and career goals with First Focus's mission and culture. Express enthusiasm about contributing to a company that prioritizes transparency, professional development, and employee well-being while aligning with their commitment to excellence in IT support.