Admin / Level 1 Helpdesk 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.

• 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.

• 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.

• 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.

• 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.
  

• 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 

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”)