Administrative Officer

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

Job Description:

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 reliableYou communicate clearly and confidently
• You stay calm when things get busy

If you are the person who follows u