Job Description
Some jobs are about keeping things running. This one is about keeping things running for US users while Manila is still awake, the evening is just getting started, and someone somewhere has accidentally unplugged the thing they swear they never touched.
If you’re the type of person who can solve a technical problem, explain it in plain English, and keep your sense of humour while doing it, you’ll probably fit in nicely here.
About First Focus
First Focus is Australia’s leading managed service provider, with more than 330 staff across Australia, New Zealand, and the Philippines. We’ve been growing steadily for over 15 years, helping businesses get more from their technology while creating an environment where our people can build meaningful careers.
We believe smart people do their best work when they’re informed, aligned, supported, and rewarded. We also believe there are enough politics in the real world already, so we try not to recreate them in the workplace.
Our values are more than words on a wall. You’ll find them in how we work, collaborate, and support each other every day. Learn more about them here: https://www.firstfocus.com.au/about-us/
For this role, Be the Solution is particularly relevant. We like people who don’t just identify problems, they help solve them.
Why You’ll Love This Role
- Support a US-based operation while working from Manila.
- Work a late shift schedule rather than a traditional overnight graveyard shift.
- Join a team that genuinely enjoys helping people and solving problems.
- Gain exposure to modern workplace technologies including Apple, Microsoft 365, Intune, and networking.
- Learn from experienced engineers and technical specialists.
- Build your technical skills in an environment that encourages growth and development.
- Enjoy the variety that comes with supporting a broad range of users and technologies.
What You’ll Be Doing
- Provide frontline technical support for Mac devices, desktops, laptops, mobile devices, printers, peripherals, and user accounts.
- Troubleshoot Apple macOS, Microsoft 365, Azure AD, and end-user technology issues.
- Respond to and resolve support requests through the ticketing system.
- Support authentication, access, password, and account-related issues.
- Assist with device provisioning, configuration, and user onboarding activities.
- Document troubleshooting steps, solutions, and technical procedures.
- Escalate complex incidents to senior engineers with clear and accurate information.
- Support US-based employees and systems during US business hours from the Philippines.
- Deliver clear, professional, and friendly communication to users at all times.
What You’ll Need
- At least 1 year of technical support, service desk, helpdesk, or customer service experience.
- Strong Mac support experience and confidence troubleshooting macOS environments.
- Experience supporting end users across hardware, software, and workplace technologies.
- Exposure to Microsoft Intune is highly desirable.
- Exposure to networking fundamentals such as DNS, DHCP, Wi-Fi, switching, and connectivity troubleshooting is highly desirable.
- Experience with Microsoft 365, Azure AD, Active Directory, or Windows environments is advantageous.
- Strong written and verbal communication skills.
- A calm, solutions-focused approach to problem solving.
- A willingness to learn and continuously improve your technical skills.
- Willingness to work a late shift (PH time) supporting US operations, including weekends, shifting schedules, holidays, and overtime based on business needs.
- Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or similar are advantageous but not essential.
What You’ll Get
- HMO from day 1 + 1 dependent with dental cover
- Free Uprise access with 1:1 coaching
- 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply)
- 25 paid leave days annually
- Employee referral program, ₱20,000
- MVP award, ₱10,000
- Social events, End-of-FY and Christmas parties
- Loyalty bonuses*
- Work setup: Primarily remote, with intermittent office visits based on business needs.*
Manila office locations
- 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
- 26th Floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa
We welcome people who are curious, reliable, and willing to solve the problem rather than merely admire it from a safe distance. If you are looking for a role where support actually means support, this is a good one.
First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.
Application Notice:
We use AI-assisted recruitment tools to support application review. These tools do not make hiring decisions. All applications are handled by our recruitment team in compliance with the Philippine Data Privacy Act.
