SupportTechnician(After-Hours)

Let's not pretend the hours are conventional. While most people are winding down, you're spinning up. You're the one who catches the "urgent" Slack message at 9pm AU time before a client even finishes typing it. You've made peace with an unusual schedule, and honestly? You kind of like it. If that's you, keep reading. We're First Focus, Australia's #1 MSP (Cloud Tango says so, 9 years running). With 360+ staff across Australia, New Zealand, and the Philippines, we support some genuinely great clients and we do it well. You can read more about us and our values at This isn't a solo afterhours grind. You'll be part of a dedicated afterhours team, with a clear roster, proper escalation paths, and teammates who actually answer when you ping them. Structured, supported, and never left hanging at 2am with a P1 and no backup. **What You'll Be Doing** * Handling tickets across Microsoft AD, Azure, M365, and Exchange while Australia sleeps * Troubleshooting desktops, servers, firewalls, and networks across a varied client base * Owning the queue during your shift: triaging, resolving, and escalating with good judgement * Documenting incidents properly so the day team doesn't start their morning with mystery * Supporting cloud platforms: Azure AD, Entra, HyperV, Citrix, Veeam * Being the calm voice clients hear when something's gone sideways after hours **Requirements** **What You'll Bring** * 2+ years of MSP or helpdesk experience because you've handled enough incidents to know what "urgent" really means * Solid grounding in Microsoft 365, Active Directory, and Windows Server * Familiarity with PSA/RMM tools (ConnectWise Manage or similar) * Clear, confident written and spoken English. Concise updates matter more at midnight * Cool head under pressure. Afterhours is exactly the wrong time to panic * Bonus points for experience with Datto, Huntress, Auvik, IT Glue, or SolarWinds **Benefits** We Win Together applies after 10pm too. That's just how we're built. **What You'll Ge