L1 Technical Support Analyst

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

About The Role

We’re looking for an L1 Tech Support Analyst to join our Sydney-based Technology team.

This is a great opportunity for someone with Level 1 technology support experience who enjoys delivering exceptional customer service and is looking to continue developing their technical skills while gaining exposure to greater responsibility and leadership. You’ll provide professional and timely first-level technology support to our people across our Sydney, Melbourne and Perth offices, assisting by phone, email and chat.

Your Key Responsibilities Include

• Provide first-level support across our technology environment, including laptops, mobile devices, Microsoft 365, our document management system, Adobe Acrobat and Windows 11.
• Respond to technology support requests received by phone, email and chat through our central service desk.
• Log, manage and progress support tickets using Ivanti Service Manager, ensuring requests are accurately recorded and managed through to resolution.
• Troubleshoot and resolve first-level technology issues remotely using approved support tools and processes.
• Escalate issues to the appropriate technology teams or managers when required and help coordinate their resolution.
• Keep users informed throughout the lifecycle of their support request, providing clear and timely updates.
• Complete daily and weekly operational activities, including start-of-day and ready-for-business checks.
• Follow established technology processes and procedures, with a strong focus on security, risk and governance.
• Support the L1 Tech Support Manager as 2IC and contribute to the effective day-to-day operation of the team.
• Work collaboratively with the broader Technology team to deliver a consistent and high-quality support experience.
• Participate in a shift-based roster providing support between 7am and 7pm Monday to Friday, with a future requirement to participate in an out-of-hours on-call rotation.

About You

You’re an experienced Level 1 Tech Support Analyst who enjoys helping people and is ready to take the next step in your career. You combine a genuine interest in technology with a strong customer service mindset and can communicate technical information clearly to people with varying levels of technical knowledge.

You’re patient, empathetic and a great listener. You stay composed when things get busy, take ownership of issues and know when to ask questions or upscale for support.

You’ll bring a combination of the following skills, experience and attributes:

• Previous experience in a Level 1 technology support, Help Desk or Service Desk role.
• Excellent verbal and written communication skills, with a strong customer service mindset.
• A genuine interest in technology and a desire to continue building your technical knowledge and skills.
• An empathetic and patient approach, with the ability to listen, understand a problem and guide users through unfamiliar technology.
• The ability to communicate confidently and professionally with people at all levels of an organisation.
• Strong attention to detail and a willingness to follow established processes and procedures.
• The ability to learn quickly, follow instructions and ask questions or seek clarification when needed.
• A calm and professional approach when managing high-pressure situations or assisting frustrated users.
• The ability to work independently while contributing positively as part of a collaborative team.An understanding of technical terminology and the ability to translate technical information into clear, straightforward language.
• An interest in developing your leadership skills and taking on additional responsibility as 2IC.
• Experience working in a professional services, legal or partnership environment is advantageous.

What We Offer You

Gilbert + Tobin offers a friendly, flexible and professional working environment. In addition to top of market remuneration, we provide our people with benefits such as up to 26 weeks’ paid parental leave, additional annual leave, a subsidised café, subsidised gym membership, end-of-trip facilities, exclusive retail discounts, social events and much more. You can view our full list of benefits here: gtlaw.com.au/careers/benefits. Our offices provide open workspaces with easy access to public transport, restaurants, cafes and exercise facilities.

• up to 26 weeks’ paid parental leave
• additional annual leave
• a subsidised café
• subsidised gym membership
• end-of-trip facilities
• exclusive retail discounts
• social events
• much more

Additional Information

We are committed to providing and maintaining a diverse and inclusive environment and a culture where everyone feels valued and empowered to contribute.