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

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.

Apply.

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

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