Support Technician

As a Support Technician at First Focus, your primary responsibilities will include providing remote service desk support across a variety of environments, serving as a point of escalation and Subject Matter Expert. You'll work with servers, desktops, and applications, particularly within Microsoft Azure and M365. Expected duties also involve automating processes for quicker support, deploying solutions on-site occasionally, and collaborating with experienced professionals to maintain best practice environments.

To be a successful Support Technician at First Focus, you'll typically need advanced knowledge of end-user support, especially with Microsoft Azure, Active Directory, and Windows Server. Previous experience in environments ranging from 10 to 500 users and exposure to ticketing systems is preferred. Communication skills, a passion for customer service, and a commitment to continuous learning will greatly benefit your application.

Joining First Focus as a Support Technician offers a robust benefits package, including a competitive salary between $65k and $80k plus superannuation. You'll benefit from hybrid working arrangements, up to 10 paid training days a year with support for certifications, access to mental health resources, and even options for a Tesla company car under certain conditions. There's a strong team culture with regular social events and opportunities for personal growth through mentorship programs.

Absolutely! First Focus is committed to your growth, emphasizing our motto of 'Never Stop Growing.' You’ll have access to extensive learning resources, training sessions, and a generous policy that encourages and compensates you for achieving further certifications, ensuring your continuous professional development is a priority.

First Focus actively supports employee well-being through various initiatives, including partnerships with Uprise, providing free access to 1:1 coaching sessions with qualified psychologists or counselors. Our emphasis on work-life balance with hybrid working arrangements, alongside regular social events, fosters a healthy and supportive work atmosphere for everyone.

When responding, highlight specific projects where you've used Microsoft Azure and discuss the environments you've worked in, detailing your familiarity with different services like Azure Active Directory and Azure IaaS. Mention any notable achievements or certifications related to Azure that you possess, as this will showcase your technical competence.

In your response, you might share a particular experience where you resolved a difficult customer issue. Discuss your approach in understanding the problem, remaining calm under pressure, and utilizing effective communication skills to guide the customer to a satisfactory resolution. Emphasize the importance of empathy and patience in customer service.

While discussing your software knowledge, you should list familiar ticketing systems you've used, such as Jira, ServiceNow, or Zendesk. Highlight your proficiency in logging, tracking issues, and following up on tickets, along with your understanding of customer service principles that guide best practices in managing support requests.

Consider mentioning techniques such as empathetic listening, providing timely updates, and ensuring clarity in your explanations. Sharing a specific example where effective communication improved the client experience will help solidify your answer.

In your answer, detail a specific automation you implemented, the problem it addressed, and how it improved service delivery. Discuss the tools you used (like Power Automate or custom scripts) to show your technical skills in streamlining processes.

Talk through your method for prioritizing tasks, which might include assessing the severity of issues, the impact on the business, and any SLAs in play. Drawing from real examples of how you've effectively balanced multiple urgent requests can enhance your response.

Your response should cover how you subscribe to industry newsletters, participate in relevant online forums, attend workshops or webinars, and leverage training opportunities at your workplace, such as those offered by First Focus.

In your answer, explain your familiarity with key functionalities such as user management, group policy management, and directory services. Sharing examples of how you've used Active Directory in your previous roles can lend credibility to your answer.

Highlight qualities such as strong communication skills, patience, problem-solving abilities, and technical knowledge. You might want to discuss how customer-centricity and teamwork also play a critical role in the success of a Support Technician.

Your answer should reflect genuine interest in First Focus’s culture, values, and commitment to employee development. Mention aspects such as the supportive work environment, opportunities for continuous learning, and the emphasis on a balanced work-life that attract you to the company.