About Us

Mission Australia is a non-denominational Christian charity that has been helping vulnerable Australians move towards independence for more than 160 years.

Every day we support people nationwide by combatting homelessness, assisting disadvantaged families and children, addressing mental health issues, fighting substance dependencies and much more. We are generously supported by our funders, partners and tens of thousands of everyday Australians, who make the work of our tireless volunteers and staff possible.

Mission Australia is committed to keeping children and young people safe with zero tolerance of harm or abuse, and expect all our employees and volunteers to reflect this commitment. 

Your Opportunity

Reporting to the National Field Service Manager, you will provide second-level IT support to all Mission Australia employees across QLD and NT.  You will conduct regular proactive site visits to perform preventative maintenance, document network setups and maintain and foster relationships with managers and staff across QLD and NT.  You will actively participate in the setup, relocation and closures of sites. The position involves maintaining a close working relationship with the Site Care Co-ordinator and external vendors, as and when required.

Your key responsibilities will be to:

• Be a customer service super star! You must be customer centric and enjoy providing an outstanding service
• Work with the Site Care Co-ordinator, external vendors and key local staff to ensure that new/relocating/closures/expanding of sites are seamlessly carried out
• Develop proactive working relationships with key stakeholders to ensure business requirements are translated into effective technical solutions and services
• Oversee the IT components of site adds/moves/changes and expansions
• Install IT equipment at sites, such as print servers and switches, and patch network ports
• Complete regular site visits to ensure proactive support is provided to all sites
• Troubleshoot and resolve issues affecting end-user services
• Apply Mission Australia ITIL-aligned processes for Incident, Event, Change and Problem Management using ServiceNow
• Assist with the scoping, requirements gathering and design of projects that involve detailed knowledge of the infrastructure and systems
• Contribute to the development and implementation of IT processes and associated documentation in line with agreed upon standards 

Requirements for Success

• ITIL Foundation certification would be highly regarded
• 3 years’ experience in a similar role
• Demonstrated effective interpersonal, oral and written communication skills
• Excellent customer service with strong customer focus
• Experience in remote assistance and on-site desktop support
• Familiarity with service management frameworks
• Self-motivated and able to work effectively either alone or in a team environment
• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism
• Working knowledge of Microsoft Office suite, especially Office365; Active Directory; Mobile Device Management (MDM); Wired and Wireless Networking, especially SD-WAN; Saas, IaaS cloud-hosting, especially Microsoft Azure
• Printer Management experience (physical installation and configuration)
• Excellent time management and problem-solving skills

Before starting work with us, you will need to undertake a national police history check, qualifications and referee checks, and have a clearance to work with children/vulnerable people. 

Culture & Benefits  

A career with Mission Australia will offer you rewarding experiences to make a difference to the lives of Australians in need. We have an innovative and supportive culture guided by our values of compassion, integrity, respect, perseverance and celebration.

To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:

• NFP salary packaging benefits reducing taxable income (details via Advantage)
• Generous discounts with hotels, travel insurance and major retailers
• Free, confidential counselling services via our EAP
• Discounted health care with Medibank Private

Diversity & Inclusion

Mission Australia is an inclusive employer. We celebrate our diversity and strive to reflect contemporary Australian society and all the communities in which we work, in order to better serve our clients. We welcome and encourage applications from Women, Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse people, People with Disability, Sexually and Gender Diverse people, people with lived experience of adversity and from people of all ages.

As such, if you require any adjustments to submit your application, we invite you to get in touch via email [email protected].

Next Steps

To be considered for this opportunity, please click ‘apply’ and send your cover letter and resume today.

For more information, feel free to view the Position Description via  PD - IT Services - IT Field Engineer.pdf to PD. For further information regarding working with us visit Working for Mission Australia.

Please send through your application as soon as possible as shortlisting will commence before the closing date.