L1 Tech Support Analyst | Path to 2IC & Great Benefits

Gilbert + Tobin; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Parental leave up to 26 weeks

Additional annual leave

Cafe subsidy

Gym membership subsidy

End-of-trip facilities

Retail discounts

Social events

Job summary

Gilbert + Tobin is seeking an L1 Tech Support Analyst to join its Sydney‑based Technology team. You will provide first‑level support across our Australian offices, assisting by phone, email and chat and using Ivanti Service Manager to track requests.

You will help resolve issues, escalate when needed, and contribute to a positive, secure IT service experience while developing leadership capabilities as 2IC.

Qualifications

• Experience in Level 1 technology support or help desk.
• Strong customer service mindset and clear communication.
• Ability to explain technical topics to non‑technical users.
• Willingness to learn and develop leadership skills as 2IC.

Responsibilities

• Provide first‑level support across laptops, mobile devices and core apps.
• Handle requests by phone, email and chat via the service desk.
• Log and manage tickets using Ivanti and track progress to resolution.
• Escalate issues to relevant teams and coordinate responses.
• Maintain clear user updates throughout each ticket lifecycle.

Skills

Level 1 Tech Support

Customer service

Communication skills

Phone/Email/Chat support

Microsoft 365

Windows 11

Ivanti Service Manager

Education

High school or equivalent

Tools

Ivanti Service Manager

Microsoft 365

Document management system

Windows 11

Job description

Gilbert + Tobin is seeking an L1 Tech Support Analyst to join its Sydney‑based Technology team. You will provide first‑level support across our Australian offices, assisting by phone, email and chat and using Ivanti Service Manager to track requests.

You will help resolve issues, escalate when needed, and contribute to a positive, secure IT service experience while developing leadership capabilities as 2IC.