Administrative Officer - IT (ConnectWise and MSP Experience) | Hybrid

First Focus; Muntinlupa; Hybrid; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Hybrid working arrangements

10 paid study days per year

Exam costs paid

Pay rises for certs

HMO from day 1

Dental cover

Uprise coaching

25 paid leave days annually

Referral program

MVP award

Social events

Profit sharing

Loyalty bonuses

Neurodiversity-friendly statement

Job summary

First Focus is seeking a TAM Support Officer to join our Client Services team. You’ll be the operational backbone, coordinating tickets, quotes, invoices, and reports while ensuring smooth client accounts across New Zealand time zones.

This is a dynamic, hybrid role in a fast-paced MSP environment. Ideal candidates bring strong admin, MS365, and ticketing system experience, with the ability to manage multiple priorities and stakeholders independently.

Qualifications

• Minimum 2 years in administrative, operations, client services, or coordination roles.

Responsibilities

• Coordinate and monitor tickets in TopLeft and ConnectWise Manage.
• Ensure client requests are acknowledged and progressed within 24-hour targets.
• Track ticket progress and escalate when momentum slows.
• Support quotes, invoices, agreements, and reporting.
• Manage BrightGauge dashboards and recurring client reports.
• Prepare meeting agendas and capture minutes; maintain action registers.
• Direct work to internal teams with clear documentation.
• Support multiple TAMs with different working styles.
• Handle ad hoc operational and administrative tasks.

Skills

Administrative support

MSP IT services

English communication

Organisational skills

Ticketing systems

CRM systems

Microsoft 365

Independent worker

Tools

ConnectWise Manage

TopLeft

BrightGauge

Job description

You know that feeling when a meeting ends and everyone says, “Great discussion,” but nothing actually happens after?

You’ll make sure that never happens again!

The Administrative Officer (we call this role a TAM Support Officer) is the operational backbone of our Client Services team in New Zealand. You’ll work alongside our Technical Account Managers and GMs to ensure client accounts run smoothly, professionally, and without friction. That means keeping agreements tidy, quotes accurate, invoices tracked, tickets moving, dashboards current, and meetings documented properly.

This is not a repetitive admin role. It’s dynamic, varied, and occasionally chaotic, like Ortigas traffic before a long weekend. But if you love structure, follow-through, and being the person who quietly keeps everything aligned, you’ll thrive here.

You’ll bring clarity where there’s noise, momentum where there’s delay, and calm where there’s urgency. And yes, people will absolutely rely on you.

About First Focus

First Focus is Australia’s number one mid‑market MSP, recognised by Cloudtango as the #1 MSP in Australia for eight consecutive years. We have 330+ staff across Australia, New Zealand, and the Philippines, and over 15 years of steady growth behind us.

We hire capable adults and treat them like capable adults. We are transparent, supportive, and focused on doing good work without politics or drama.

Our values are simple and real:

• Live Curiously
• Be the Solution
• Win Together
• Never Stop Growing

You’ll feel informed, aligned, supported, and rewarded for strong performance. That’s not marketing fluff, that’s how we operate.

Why You’ll Love This Role

• Every day is different, no repetitive data‑entry purgatory
• You’ll work across operations and commercial support, not just one tiny function
• Supportive leadership without micromanagement
• You’ll see visible impact in how accounts perform
• Real growth, real responsibility, real ownership

If you prefer growth over comfort and ownership over being told what to do, this is your lane.

Requirements

• At least 2 years of experience in an administrative, operations, client services, or similar coordination role
• Previous experience working in a Managed Service Provider (MSP) or IT services environment is highly desirable
• Excellent verbal and written English communication skills
• Strong organisational and time management skills, with the ability to manage multiple priorities at once
• Confident working with different stakeholders and following up on actions, requests, and deadlines
• High attention to detail, particularly when handling documentation, reports, quotes, invoices, and agreements
• Comfortable working with ticketing, CRM, or business management systems; experience with ConnectWise Manage is an advantage
• General understanding of Microsoft 365 and IT service environments is beneficial
• Proactive and able to work independently without needing constant direction
• Comfortable working in a fast‑paced environment where priorities can change throughout the day
• Willing to work an early morning shift aligned with New Zealand working hours

What You’ll Be Doing

You’ll act as the coordination layer behind the TAM function, ensuring nothing falls through the cracks.

Your responsibilities include:

• Coordinating and monitoring tickets in TopLeft and ConnectWise Manage
• Ensuring client requests are acknowledged, progressed, and resolved within 24‑hour targets
• Tracking ticket progress and escalating when momentum slows
• Supporting quotes, invoices, agreements, and reporting
• Managing BrightGauge dashboards and recurring client reports
• Preparing meeting agendas, capturing minutes, maintaining action registers
• Directing work to the right internal teams with clear documentation
• Supporting multiple TAMs with different working styles
• Handling ad hoc operational and administrative tasks

Priorities will shift. Tasks will change daily. Your level of organisation should not.

What Actually Matters

This role is not about mastering one product.

Yes, a general understanding of Microsoft 365 and MSP environments helps. But what really matters is:

• You understand how work flows between teams
• You identify the right stakeholders quickly
• You move tasks from request to resolution without babysitting
• You are organised, structured, and reliable
• You communicate clearly and confidently
• You stay calm when things get busy

If you are the person who follows up before anyone asks, we want you.

We take care of our people properly.

• Hybrid working arrangements
• “Never Stop Growing”: 10 paid study days per year, exam costs paid, pay rises for certs (conditions apply)
• HMO from day 1 + 1 dependent (spouse) with dental cover
• Free Uprise access with 1:1 coaching
• Day shift, weekends off*, 25 paid leave days annually
• Employee referral program (₱ 20 000)
• MVP award (₱ 10 000)
• Social events, End‑of‑FY & Christmas parties
• Profit sharing* and loyalty bonuses*

We believe in rewarding performance, not just attendance.

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.

If you like things organised.
If you enjoy being the calm in the operational storm.
If you get a strange sense of satisfaction from a perfectly maintained action register.

Bring your structure. Bring your follow-through. Bring your quiet operational superpowers.

We’ll give you the space to grow, the support to succeed, and a team that Wins Together.

Office Address

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

Additional Information

• Opportunity to work from home. If you are residing within Metro Manila or in other nearby provinces, a hybrid work set-up will apply.