Background

Northfleet are a market leading company in the transport, bus and vehicle hire industry, supplying solutions to customers throughout the Southwest, Perth, Pilbara, and regional Western Australia. We pride ourselves on our fantastic team culture, teamwork and positive work environment.

We are seeking an IT graduate or equivalent to act as the first point of contact for technical support enquiries across the organisation. Our successful candidate will be responsible for providing timely and effective assistance to our end-users, resolving hardware, software and networking issues and the escalating of more complex issues to the appropriate level of support.

The position ensures smooth day-to-day operations of ICT systems and contributes to user satisfaction, by delivering professional, customer-focused support.

Responsibilities

• Act as the first point of contact for ICT support requests via phone, email, ticketing system, or in person.
• Diagnose and resolve Level 1 support issues, including:
  • Password resets, account access, and email support.
  • Desktop, laptop, mobile device troubleshooting.
  • Printer, peripheral, and network connectivity issues.
  • Standard application support (e.g., Microsoft 365, web browsers, ERP/CRM systems).
• Log and track all incidents and service requests in the helpdesk ticketing system.
• Escalate unresolved or complex issues to Application Support, System Administrators, or external vendors as required.
• Assist with user onboarding, including account setup, system orientation, and hardware configuration.
• Maintain accurate documentation, including knowledge base articles and troubleshooting guides.
• Support ICT asset management (inventory, tagging, deployment, and recovery of devices).
• Provide basic training and guidance to staff on ICT systems and best practices.
• Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.

Qualifications/Requirements

• Previous experience in an ICT helpdesk or technical support role.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common business applications.
• Basic understanding of networking (Wi-Fi, VPN, IP addressing).
• Excellent communication and interpersonal skills.
• Strong problem-solving ability with a customer-first mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• National Police Clearance (valid within 6 months)

Desirable Requirements

• ITIL Foundation certification or knowledge of ITIL practices.
• Experience with ticketing/helpdesk systems (e.g., Odoo, ServiceNow, Zendesk, Freshservice).
• Knowledge of Active Directory / Entra ID (Azure AD), Intune, or other device management tools.
• Exposure to cloud-based technologies and remote support tools.
• Relevant IT qualifications (Cert IV in IT, CompTIA A+, or similar)

Key Attributes

• Professional, approachable, and patient with end-users.
• Strong organisational skills and attention to detail.
• Proactive learner with willingness to expand technical skills.

Additional Details

In return for your skills and experience, you will have the opportunity to work in a dynamic and fast-paced team. Northfleet offer a modern office environment, equipped with a gym and end of journey facilities, conveniently located in Osborne Park with free parking on site. If you want to work in high-energy environment, with a high degree of autonomy in a friendly and welcoming workplace, then please apply below.

We are an equal opportunity employer who celebrate diversity in all its forms. We welcome individuals from all backgrounds, cultures, and perspectives to contribute to our shared journey of growth and excellence.

• Act as the first point of contact for ICT support requests via phone, email, ticketing system, or in person.
• Diagnose and resolve Level 1 support issues, including:
  • Password resets, account access, and email support.
  • Desktop, laptop, mobile device troubleshooting.
  • Printer, peripheral, and network connectivity issues.
  • Standard application support (e.g., Microsoft 365, web browsers, ERP/CRM systems).
• Log and track all incidents and service requests in the helpdesk ticketing system.
• Escalate unresolved or complex issues to Application Support, System Administrators, or external vendors as required.
• Assist with user onboarding, including account setup, system orientation, and hardware configuration.
• Maintain accurate documentation, including knowledge base articles and troubleshooting guides.
• Support ICT asset management (inventory, tagging, deployment, and recovery of devices).
• Provide basic training and guidance to staff on ICT systems and best practices.
• Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.

• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common business applications.
• Basic understanding of networking (Wi-Fi, VPN, IP addressing).
• Excellent communication and interpersonal skills.
• Strong problem-solving ability with a customer-first mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• ITIL Foundation certification or knowledge of ITIL practices.
• Experience with ticketing/helpdesk systems (e.g., Odoo, ServiceNow, Zendesk, Freshservice).
• Knowledge of Active Directory / Entra ID (Azure AD), Intune, or other device management tools.
• Exposure to cloud-based technologies and remote support tools.
• Professional, approachable, and patient with end-users.
• Strong organisational skills and attention to detail.
• Proactive learner with willingness to expand technical skills.

• Previous experience in an ICT helpdesk or technical support role.
• National Police Clearance (valid within 6 months)
• Relevant IT qualifications (Cert IV in IT, CompTIA A+, or similar)