About the role
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.
Key Responsibilities
• 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.
About you
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.
You will also be able to demonstrate your:
• 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).
