Admin – Level 1 Helpdesk Support

• Monitor and triage incoming customer support tickets
• Assess requests, determine next steps and escalate issues when required
• Follow up with customers and provide updates on outstanding requests
• Keep customers and internal team members informed of ticket progress
• Record actions, updates and outcomes in the ticketing system
• Maintain customer and site information across relevant systems
• Manage tickets, customer records and information in Zoho Desk and Zoho CRM
• Assist with administration across Microsoft SharePoint, Outlook and SimPro
• Maintain spreadsheets and internal records
• Review project information and support follow-up on quotes and project documentation
• Update internal knowledge base articles and support documentation
• Maintain functional descriptions and operation and maintenance manuals
• Review and update technical and operational documentation
• Assist with ad hoc administrative and operational tasks
• Identify opportunities to improve administrative processes and information management
• Develop into additional Level 1 networking and technical support responsibilities where appropriate

• Philippines-based candidate
• Previous experience in administration, customer support, helpdesk support, service desk or a similar coordination role
• Comfortable working with ticketing systems and managing multiple requests or tasks
• Strong written and verbal English
• Highly organised with strong attention to detail
• Comfortable learning and working across multiple software platforms and systems
• Good working knowledge of Microsoft 365 tools, particularly Outlook and SharePoint
• Confident working with spreadsheets and maintaining accurate data
• Able to follow processes and use good judgement when deciding when to escalate an issue
• Proactive and self-directed
• Comfortable working remotely and communicating with an Australian-based team

• 100% remote work from home
• Flexibility in how contractor time is managed
• Opportunity to develop technical and networking knowledge
• Independent contractor engagement