Admin / Level 1 Helpdesk Support (Independent Contractor)

At Hunt St, 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, allowing you to work from home.

The client is an Australian technology company specializing in the design, delivery, and ongoing management of technology infrastructure for modern residential and commercial developments. Their work focuses on networking, smart-building technology, and property infrastructure, supporting environments like residential buildings, build-to-rent communities, and hotels. Their team handles wired and wireless networks, connected building systems, and technology platforms that enhance modern properties.

The business operates across the full project lifecycle—from planning and design to implementation and ongoing support—and is seeking a reliable Admin / Level 1 Helpdesk Support professional to assist as they grow.

The Role

You’ll provide day-to-day support across customer tickets, administrative systems, and technical documentation. Responsibilities include monitoring and triaging support requests, communicating with customers, maintaining documentation, and assisting with general administration across projects and systems. This role is ideal for someone who is highly organized, responsive, and comfortable working with software and systems while developing technical knowledge over time.

Key Responsibilities

Helpdesk & Customer Support:

• Monitor and triage incoming customer support tickets through the company’s ticketing system.
• Assess requests, determine next steps, and escalate issues as needed.
• Follow up with customers for additional information or updates on outstanding requests.
• Keep customers and internal teams informed of ticket progress.
• Record actions, updates, and outcomes accurately within the ticketing system.
• Maintain accurate customer and site information across relevant systems.

Administration & Systems Support:

• Manage and maintain tickets, customer records, and information in Zoho Desk and Zoho CRM.
• Assist with general administration in Microsoft SharePoint, Outlook, and SimPro.
• Ensure spreadsheets and internal records are accurate and up to date.
• Review project information and assist with administrative follow-ups on quotes and documentation.
• Maintain organized internal records for easy team access.

Documentation & Knowledge Management:

• Update internal knowledge base articles and support documentation.
• Assist with maintaining functional descriptions and operation/maintenance manuals.
• Review existing documentation to identify corrections, updates, or clarifications.
• Ensure technical and operational information remains organized and current.

General Support:

• Assist with ad hoc administrative and operational tasks as required.
• Identify opportunities to improve administrative processes and information management.
• Take initiative during slower periods to review documentation, update records, and complete tasks.
• Develop into additional Level 1 networking and technical support responsibilities if interested and apt.

Requirements

Required Skills and Qualifications:

• Previous experience in administration, customer support, helpdesk support, service desk, or similar coordination roles.
• Familiarity with ticketing systems and managing multiple requests.
• Strong written and verbal English for clear communication with customers.
• Highly organized with meticulous attention to detail for records, tickets, and documentation.
• Comfortable learning and working across multiple software platforms.
• Proficient in Microsoft 365 tools, particularly Outlook and SharePoint.
• Confident working with spreadsheets and maintaining accurate data.
• Able to follow processes while exercising judgment on escalation decisions.
• Proactive and self-directed, especially during fluctuating workloads.
• Comfortable working remotely and collaborating with an Australian-based team.

Nice to Have:

• Experience with Zoho Desk, Zoho CRM, or SimPro.
• Background in MSP, IT support, telecommunications, networking, or technology environments.
• Basic understanding of computer networks, Wi-Fi, routers, or switches.
• Interest in developing technical and networking knowledge.
• Willingness to explore AI tools for productivity, administration, or problem-solving.