Support Technician (Late Shift PH Time)

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.