L1 Tech Support Analyst – Growth & Leadership Path

Gilbert + Tobin Lawyers; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

26 weeks parental leave

Additional annual leave

Subsidised café

Subsidised gym membership

End-of-trip facilities

Retail discounts

Social events

Job summary

Gilbert + Tobin Lawyers is seeking a Level 1 Tech Support Analyst to join the Sydney-based Technology team. You will provide first-level support across laptops, mobile devices, Microsoft 365, and the document system, assisting staff by phone, email and chat.

Key duties include logging and progressing tickets in Ivanti Service Manager, remote troubleshooting, and collaborating with the broader team to deliver a consistent, high-quality service. A future on-call rotation is anticipated.

Qualifications

• Experience in Level 1 technology support or service desk.
• Excellent verbal and written communication.
• Customer-focused with strong tech aptitude.
• Ability to follow established processes and escalate when needed.

Responsibilities

• Provide first-level hardware and software support to staff.
• Respond to requests via phone, email and chat.
• Log and track tickets in Ivanti Service Manager.
• Troubleshoot remotely and escalate where required.
• Keep users informed on ticket status throughout the lifecycle.
• Collaborate with the Technology team to ensure consistent service.
• Participate in shift roster covering 7am–7pm; future on-call rotation.

Skills

Level 1 support

Help Desk

Service Desk

Customer service

Tools

Ivanti Service Manager

Microsoft 365

Windows 11

Adobe Acrobat

Job description

Gilbert + Tobin Lawyers is seeking a Level 1 Tech Support Analyst to join the Sydney-based Technology team. You will provide first-level support across laptops, mobile devices, Microsoft 365, and the document system, assisting staff by phone, email and chat.

Key duties include logging and progressing tickets in Ivanti Service Manager, remote troubleshooting, and collaborating with the broader team to deliver a consistent, high-quality service. A future on-call rotation is anticipated.