IT Support Officer – Perth

About the role

HWLE is seeking an IT Support Officer to join its national IT team and provide first‑line support for users across Australia, with a focus on the Perth office. You will work proactively to resolve incidents, fulfil service requests and improve overall user satisfaction.

Key responsibilities

• Respond to IT incidents and service requests, ensuring resolution within SLA thresholds.
• Provide support for key business applications such as iManage, Microsoft Teams, and the Microsoft Office 365 suite.
• Troubleshoot hardware, software, Wi‑Fi, VPN and local network issues.
• Create user guides and knowledge‑base documentation.
• Escalate complex incidents and participate in a rotating after‑hours support roster.
• Deliver training sessions and set up laptops, maintaining hardware inventory.
• Manage user accounts for new starters and departures.
• Support audio/visual equipment in meeting rooms.

Required profile

• Minimum 3 years of 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.
• Calm under pressure, capable of prioritising workload.
• ITIL awareness or certification.

Required skills

• iManage
• Microsoft Teams
• Microsoft Office / Office 365
• Wi‑Fi and VPN troubleshooting
• Hardware and software troubleshooting
• Network issue resolution
• User account management
• Audio/visual equipment setup
• ITIL framework

What we offer

• Career‑forecasting sessions for fast‑track progression.
• State‑of‑the‑art office in Perth CBD.
• Friendly, down‑to‑earth culture with strong networking opportunities.