TAM Support Officer — MSP Operations (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

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.