IT Support Officer – Sydney

About the role

We are looking for an IT Support Officer to join the HWLE Helpdesk, providing technical assistance to users across Australia while primarily supporting the Sydney office. The role involves proactive incident handling, service request fulfilment and post‑incident follow‑up to improve customer satisfaction.

Key responsibilities

• Deliver superior customer service and solution‑driven outcomes for national and local end‑users.
• Take ownership of incidents, problems and requests, ensuring resolution within SLA thresholds.
• Support key business applications such as iManage, Microsoft Teams and the Microsoft Office 365 suite.
• Troubleshoot hardware, software and network issues including Wi‑Fi and VPN connectivity.
• Create user guides and knowledge‑base documentation.
• Escalate system incidents and alerts appropriately.
• Provide after‑hours support on a rotating roster.
• Deliver training sessions and set up laptops, maintaining hardware inventory.
• Manage user accounts for new starters and departures.
• Provide hands‑on support for meeting‑room audio/visual equipment.

Required profile

• Minimum three years’ IT support experience, preferably in a professional services environment.
• Strong time‑management, problem‑solving and customer‑service skills.
• Ability to work independently and collaboratively within a team.
• Capacity to prioritise workload, stay calm under pressure and interact with all organisational levels.
• ITIL awareness or certification.

Required skills

• iManage
• Microsoft Teams
• Microsoft Office 365
• Wi‑Fi and VPN troubleshooting
• Hardware, software and network troubleshooting
• Audio/visual equipment setup
• ITIL framework

What we offer

• Career pathways with 180‑day forecasting sessions for fast‑track progression.
• State‑of‑the‑art office in the heart of Sydney CBD with modern facilities.
• Friendly, down‑to‑earth culture with sports clubs, social events and monthly firm‑wide drinks.
• Opportunity to work for a leading Australian legal firm recognised nationally.