- Global IT Systems Analyst
- Location: Melbourne CBD
- Employment Type: Full-time, Permanent (3–4 days onsite)
- Salary: $90K – $110K incl. super, plus additional benefits including flexible working arrangements, 26 weeks paid parental leave, structured career development programs, a $400 annual wellbeing allowance, and other benefits.
- Provide 2nd line global IT support, resolve complex technical issues, and ensure secure, reliable IT systems across international teams.
- Leading global law firm offering strong career growth and a supportive leadership team.
- Eligibility: Australian Citizens or Permanent Residents only
Role
Join a proactive global IT support team delivering advanced technical support across multiple regions. Responsible for ensuring the reliability, security, and performance of global IT systems and infrastructure. The role involves troubleshooting complex technical issues, working across time zones, and collaborating with 1st, 2nd, and 3rd line support teams as well as regional IT teams. Based in Melbourne, the role provides support to users globally.
Team
The IT team delivers responsive, efficient, and timely support to employees and clients. They design and implement operational processes to ensure the firm’s IT systems remain reliable and highly available.
Key Responsibilities
Global Technical Support
- Provide 2nd line support across regions
- Resolve escalations from L1 teams (SLA-driven)
- Deliver remote troubleshooting with minimal disruption
- Manage and document incidents via ITSM tools
- Follow call/incident processes and communication standards
- Identify trends and implement workarounds
- Ensure system performance and availability standards
- Support testing, implementation, and maintenance
- Manage end-user devices (desktops, laptops, mobiles)
- Support and guide L1 teams globally
- Escalate issues to L3/vendors as needed
- Work with global IT teams for seamless operations
- Create knowledge base articles and user guides
- Support global IT projects (planning to deployment)
- Assist with software/hardware rollouts
- Coordinate with regional teams for upgrades
Required Experience
- Solid IT experience in a professional services environment performing at 2nd line level minimum
- Proven experience in both on-premises and remote support, with a strong focus on physical and virtual desktop environments running Windows 10/11 and the Microsoft Office suite, including Teams.
- Familiarity with Cloud technologies and infrastructure
- Knowledge of legal applications is desirable but not essential
- Understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
- Good technical knowledge of Audio-Visual hardware and teleconferencing.
- Understanding of ITIL (v3 and v4), understanding of ISMS/ISO27001 would be desirable
Desirable Experience
- Microsoft Azure and Azure Virtual Desktop (AVD)
- Citrix to Azure migration experience
- SCCM (System Center Configuration Manager)
- Supporting hybrid cloud environments
- End User Computing (EUC) support
- Azure servers and Active Directory (AD)
- Group Policy management
- Cloud migration projects experience
Keywords for search purposes - Global IT Support Analyst, Systems Analyst (L2 Support), IT Support Analyst (Level 2), Desktop Support Engineer (Level 2), EUC (End User Computing) Analyst, Infrastructure Support Analyst, Technical Support Analyst (L2),,IT Operations Support Analyst
If you are keen to learn more, feel free to give me a call on 📱03 8080 7260 or send your resume to 📎nick.reddy@peoplebank.com.au.
We are always happy to speak with talented professionals and referrals are highly encouraged and appreciated.
đź”— Do not miss this great opportunity
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
