As our next IT Support Officer, you will play a key role in ensuring Northline employees have reliable access to core technology systems, enabling them to work safely, efficiently and with minimal disruption to operations.
In this office-based role, you will deliver first-level technical support through the IT Service Desk, managing day-to-day incidents and service requests, user access administration, and standard device configuration. You will help maintain stable, secure and well-documented IT environments across the business.
Working closely with the ICT Infrastructure and Security Manager, vendors and internal stakeholders, you will communicate clearly, set expectations and contribute to the continuous improvement of IT service delivery across Northline.
• Deliver first-level technical support for incidents and service requests via the IT Service Desk, ensuring timely logging, prioritisation and resolution in line with agreed procedures and service standards.
• Provide professional, helpful support to end users via phone, email and self-service portals, offering clear guidance to restore system access and functionality.
• Manage user accounts and access in Active Directory and related systems, including user creation, modification, disabling and access changes in accordance with approved requests and security controls.
• Maintain endpoint devices such as desktops, laptops, mobile devices and peripherals, coordinating standard installation, configuration, updates and replacements.
• Support core business applications, including Microsoft 365 and key line-of-business systems, documenting issues and escalating to senior team members or vendors when required.
• Perform daily system checks and monitoring activities, documenting outcomes, identifying variances and escalating issues that may impact services or users.
• Coordinate IT equipment repairs, replacements and warranty services with external providers and internal stakeholders to minimise business disruption.
• Document procedures, work instructions, standard device builds and knowledge base articles to support consistent incident resolution and user self-service.
• Assist with planned changes, upgrades and small IT projects by preparing equipment, updating system records and supporting basic testing activities.
• Support IT asset management by maintaining accurate hardware, software and licence records throughout the asset lifecycle.
• Comply with Northline IT, cyber security, privacy and acceptable use policies, reporting any suspected security incidents promptly.
• Participate in after-hours incident response and critical maintenance activities as required to ensure continuity of key IT services.
• Contribute to continuous improvement by identifying recurring issues and recommending improvements to systems, processes or tools.
• Communicate regularly with internal customers, providing clear updates on ticket progress and explaining technical issues in simple, non-technical terms.
To succeed in this role, you will have a strong interest in information technology, a customer-focused mindset and the ability to support users with professionalism, patience and clarity.
You thrive in a fast-paced support environment, can manage competing priorities effectively and enjoy solving problems while following established procedures and best practices.
You are a collaborative team player with a strong work ethic, attention to detail and a willingness to continuously learn and adapt to new technologies.
• Experience in an IT support, service desk or customer service environment (or transferrable experience).
• Foundational knowledge of Microsoft Windows operating systems, Microsoft 365 and standard desktop hardware.
• Strong communication and listening skills, with the ability to explain technical issues to non-technical users.
• Excellent time management and organisational skills.
• High attention to detail and accurate record keeping.
• Professional attitude with a positive, solutions-focused approach.
• Ability to follow procedures and work instructions consistently.
• Commitment to teamwork, collaboration and continuous improvement.
• Proficiency in Microsoft Office applications (Word, Excel and Outlook).
Northline is an experienced Australian-based, global logistics business with an industry-leading national network and an international reach into more than 100 countries.
We were founded in 1983 to service remote communities in Northern Australia and these early challenges shaped Northline and helped establish our values, build trust and form valuable partnerships that still exist to this day.
Today, we provide a global, personalised service that connects our customers with their customers right across the world.
Our international network transports, stores, tracks and delivers freight, by road, rail, sea and air across the globe and seamlessly connects into our national network, and modern operating facilities.
We have 18 depots across Australia with the ability and flexibility to tailor solutions to meet our customers’ requirements and evolving market demands, including scaling up to add further capacity as needed.
Investments in new, market leading technologies mean that Northline customers can track their freight every step of the way, knowing that with us it’s in safe hands. While we recognise the value of technology, we place the highest value on providing a personalised service.
Our customers are supported by an Australian-based Customer Service Centre, internal and external sales executives, key account managers and skilled teams of domestic and international logistics coordinators to ensure customers’ end to end service requirements are met.
From start-ups to blue-chip customers, the freight we’re transporting is helping to build the global economy in sectors ranging from renewable energy and medical technologies, to wine production, fast-moving consumer goods (FMCG), pharmaceuticals and retail.
Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.
That’s why, we are, Australia’s Global Logistics People.
