Admin / Level 1 Helpdesk Support (030-1385)

​​Looking for Philippines-based candidates

Job Role: Admin / Level 1 Helpdesk Support

Compensation range: $1,200 AUD - $1,600 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At the company, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: Our client is an Australian technology company specialising in the design, delivery and ongoing management of technology infrastructure for modern residential and commercial developments.

Their work sits at the intersection of networking, smart-building technology and property infrastructure, supporting environments such as residential buildings, build-to-rent communities and hotels. Their team works across wired and wireless networks, connected building systems and technology platforms that help make modern properties smarter and more connected.

The business works across the full project lifecycle — from planning and design through to implementation and ongoing support — and is looking for someone who can provide reliable administrative and first-level support as the business continues to grow.

Role Overview: We are looking for an Admin / Level 1 Helpdesk Support professional to join the team and provide day-to-day support across customer tickets, administrative systems and technical documentation.

You’ll be responsible for monitoring and triaging incoming support requests, communicating with customers, keeping information and documentation up to date, and supporting the team with general administration across projects and systems.

This is a great opportunity for someone who is highly organised, responsive and comfortable working with software and systems, with an interest in developing their technical knowledge over time.

Key Responsibilities

Helpdesk & Customer Support

• Monitor and triage incoming customer support tickets through the company’s ticketing system.

• Assess incoming requests, determine the appropriate next step and escalate issues when required.

• Follow up with customers to obtain additional information or provide updates on outstanding requests.

• Keep customers and internal team members informed of ticket progress.

• Accurately record actions, updates and outcomes within the ticketing system.

• Maintain accurate customer and site information across relevant systems.

Administration & Systems Support

• Manage and maintain tickets, customer records and information within Zoho Desk and Zoho CRM.

• Assist with general administration across Microsoft SharePoint, Outlook and SimPro.

• Keep spreadsheets and internal records accurate and up to date.

• Review project information and assist with administrative follow-up on quotes and project-related documentation.

• Maintain and organise internal records so information is easy for the team to locate and use.

Documentation & Knowledge Management

• Update internal knowledge base articles and support documentation.

• Assist with maintaining functional descriptions and operation and maintenance manuals.

• Review existing documentation and identify information that needs to be corrected, updated or clarified.

• Help ensure technical and operational information remains organised and current.

General Support

• Assist the team with ad hoc administrative and operational tasks as required.

• Identify opportunities to improve administrative processes and information management.

• Take initiative during quieter periods to review documentation, update records and complete outstanding administrative tasks.

• Where there is genuine interest and aptitude, gradually develop into additional Level 1 networking and technical support responsibilities.

Requirements

Required Skills and Qualifications

• 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, with the ability to communicate clearly and professionally with customers.

• Highly organised with strong attention to detail, particularly when updating records, tickets and documentation.

• 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 while also using good judgement when deciding when to escalate an issue.

• Proactive and self-directed, particularly when workload fluctuates throughout the day.

• Comfortable working remotely and communicating with an Australian-based team.

Nice to have

• Previous experience with Zoho Desk, Zoho CRM or SimPro.

• Experience working in an MSP, IT support, telecommunications, networking or technology environment.

• Basic understanding of computer networks, Wi-Fi, routers, switches or related technology.

• Genuine interest in developing technical and networking knowledge.

• An interest in using AI tools to improve day-to-day productivity, administration or problem-solving, with a willingness to continue developing their AI knowledge and skills

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work

• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)