Field Support Officer

mnpeople; Gateshead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A forward-thinking educational organization in Gateshead is looking for a Field Support Officer to deliver professional IT support across various diocesan sites. This role involves providing technical assistance, troubleshooting issues, and contributing to IT projects. Ideal candidates will possess strong communication skills and experience with Microsoft enterprise systems. Join a team dedicated to enhancing community welfare through technology.

Benefits

Attractive salary

Discounted gym membership

Ongoing training and development opportunities

Corporate benefits including EAP, flu shots

Qualifications

• Strong communication and interpersonal skills.
• Experience with IT service management frameworks.
• Ability to work independently and manage time effectively.

Responsibilities

• Provide first- and second-level technical support.
• Troubleshoot hardware and software issues.
• Assist with technology planning and project support.

Skills

Communication

Problem-solving

Self-motivation

Analytical skills

Multitasking

Education

Tertiary qualifications in Information Technology

Tools

Active Directory

Microsoft 365

ServiceNow

HPE Aruba

Cisco

Job description

Introduction

The Catholic Diocese of Maitland-Newcastle is seeking a motivated and customer-focused Field Support Officer to join our Technology Services team.

Opportunity

In this hands‑on role you’ll provide professional technical support across our schools, colleges and diocesan sites, acting as the on‑the‑ground IT specialist for your allocated zone. You’ll deliver first‑ and second‑level support to staff, students and community members – troubleshooting and resolving issues related to hardware, software, infrastructure and IT services – as well as assisting with installations, upgrades and maintenance.

You’ll also play an important role in broader technology initiatives, contributing to asset lifecycle management, IT and building project support and the delivery of diocesan technology projects.

To succeed you’ll bring strong communication and problem‑solving skills, a proactive approach and the ability to work independently within broad guidelines. You’ll have experience or awareness of enterprise service‑desk operations, IT service management (ITIL) and supporting Microsoft enterprise systems such as Active Directory, Microsoft 365, Azure and Windows. Familiarity with networking equipment, phone systems and ITSM platforms such as ServiceNow will be highly regarded.

This is an excellent opportunity to apply your technical expertise in a values‑driven environment where your work makes a meaningful impact across our schools and the wider community.

Benefits

• Directly contribute to improving the lives of many in the community.
• Attractive salary.
• Discounted gym membership through Fitness Passport (T&Cs apply).
• Ongoing training and development opportunities.
• A great friendly environment of dedicated and passionate co‑workers.
• Enjoy up to 10% off at top retailers with our mnBenefits program.
• Corporate benefits including EAP, flu shots and more.
• Modern office facilities including onsite café.

Position Description

The primary purpose of the Field Support Officer within the Technology Services Department is to provide professional services and technical support for a secondary school or college and for other diocesan sites within a nominated zone (generally applied across the system of schools and other agencies operated by the Diocese within that zone and all relevant staff of the Diocese, students, parents, people we support, community and volunteers). Support services include first‑level and second‑level on‑site technical support and troubleshooting of issues relating to:

• Hardware and devices
• Software and applications
• Infrastructure assets
• IT services

Professional services will include activities such as:

• Special projects of the Diocese and its agencies
• Technology planning services
• Asset lifecycle management
• Hardware and device installation, maintenance and upgrades
• Operating systems, software and applications installation, maintenance and upgrades
• IT and building project support
• Resolution or completion of incidents, requests, problems and changes

The role will be based at an allocated secondary school or college, and that site will be the primary focus and accountability for the Field Support Officer. The role will also provide additional support for other diocesan sites (generally applied across the system of schools operated by the Diocese within that zone and all relevant staff of the Diocese, students, parents, people we support, community and volunteers) within an allocated zone; and occasionally for any other sites within the Diocese.

Experience / Criteria

• Demonstrate excellent oral and written communication and interpersonal skills with an ability to engage, manage, negotiate, influence and establish effective relationships with a range of people.
• Self‑motivated and able to work effectively with minimal supervision within broad guidelines.
• Awareness or experience working within an enterprise service‑desk function.
• Track record of delivering operational technology services and IT solutions adopted by the Diocese.
• Awareness of relevant best‑practice frameworks including IT service management (ITIL), IT project management, IT asset lifecycle management, financial management, privacy and data security.
• Excellent analytical, problem‑solving and multitasking skills.
• The ability to perform hands‑on and remote troubleshooting and provide clear instructions to customers and other stakeholders.
• Experience working in religious, not‑for‑profit, social services, child‑care and/or education settings would be highly valued but not essential.
• Experience with some or all of the following:

• Microsoft enterprise systems such as Active Directory, Office / Microsoft 365, Azure, MECM & Windows;
• Networking equipment such as HPE Aruba & Cisco;
• Enterprise phone systems;
• ITSM platforms such as ServiceNow.

Qualifications

• Commencement of or commitment to tertiary qualifications in Information Technology or subsequent relevant work experience; or an equivalent combination of knowledge gained through education, training and/or experience.
• Current Class C driver’s licence.
• Current Working With Children Check (WWCC).
• Possession of technology industry or vendor certifications such as ServiceNow, Microsoft, HPE / Aruba, Cisco, CompTIA, Apple (or others) – desirable.
• Possession of an IT Service Management certification such as ITIL – desirable.
• Possession of a Project Management certification such as PMBOK, PRINCE2 or Agile – desirable.

To Apply

Please provide a current copy of your resume and a cover letter which addresses the two criterion points below:

• Why you want this role and how it aligns with your career goals.
• Your qualifications and experience in a similar position.

For further information regarding this position please contact Daniel Green, Field Services Manager.

Applications close: 11:59 pm, Friday 31st October 2025.

Additional information

The Diocese of Maitland‑Newcastle is committed to safeguarding children and vulnerable persons and preventing those in our care from suffering abuse or neglect. We are committed to implementing and maintaining compliance with the NSW Child Safe Standards and the National Catholic Safeguarding Standards and take a zero‑tolerance approach to the abuse of children or vulnerable persons.

All who work in the name of the Diocese must comply with the Diocesan Safeguarding Framework Policy and act in accordance with the Dioceses Code of Conduct, which includes the Dioceses Safeguarding Commitment Statement. Employees are required to undergo a National Police Check and retain a valid NSW Working with Children Check where necessary in accordance with legislation.