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

Hammerjack Pty Ltd

Philippines

Hybrid

PHP 223,000 - 335,000

Full time

3 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Hybrid working arrangements

10 paid study days per year

HMO + dental cover

Uprise coaching access

25 paid leave days annually

Employee referral program

MVP award

Social events

Profit sharing

Job summary

First Focus is Australia’s top mid-market MSP with 330+ staff across Australia, New Zealand, and the Philippines. We seek a TAM Support Officer to keep client accounts tidy, tickets moving, and meetings documented, working with TAMs and GMs.

You will coordinate across operations and commercial support, handling quotes, invoices, and reporting while maintaining dashboards and ensuring timely action. Hybrid setup available.

Qualifications

2+ years of experience in an administrative, operations, client services, or similar coordination role.
Experience in MSP or IT services environment is highly desirable.
Excellent verbal and written English communication skills.
Strong organisational and time management skills with multiple priorities.
Confident working with stakeholders and following up on actions and deadlines.
Attention to detail with documentation, reports, quotes, invoices, and agreements.
Proactive and able to work independently.

Responsibilities

Act as coordination layer behind the TAM function to ensure nothing falls through the cracks.
Coordinate and monitor tickets in TopLeft and ConnectWise Manage.
Ensure client requests are acknowledged, progressed, and resolved 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, capture minutes, and maintain action registers.
Direct work to internal teams with clear documentation.
Support multiple TAMs with different working styles.

Skills

Administrative experience

Operations coordination

Client services

English communication

MSP / IT services familiarity

Stakeholder management

Tools

ConnectWise Manage

TopLeft

BrightGauge

CRM systems

Microsoft 365

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.

Benefits

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