Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

Due to continued growth within our team, we have a newly created role in the Sydney area. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services.

This role will be based on-site in Sydney. Please note that to be eligible for this role, you must be an Australian Citizen or Permanent Resident, no visa sponsorships provided.

Please note that this current opportunity is for a 12-month, full time fixed-term contract.

What you’ll do

At the moment, as Desktop Support Engineer you will be focused on:

• Providing excellent technical support in a high-paced environment where customer satisfaction is paramount.
• Assisting new users with their IT hardware collection and setup.
• Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers
• Recording all customer contacts in the appropriate ITSM tool
• Keeping commitments to customers with regard to progress updates
• Using tools and processes to deliver services to customers in accordance with SLAs
• Proactively manage and maintain customer infrastructure as directed
• Initiate and drive service and process improvement

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• Exceptional customer experience with regard to end user services
• The ability to prioritise work to ensure achievement of all service level agreements
• Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility

Nice to have:

• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

The Cloud Operations Team are central to how Nine uses cloud technology, and are the primary point of contact within the Platforms function regarding anything cloud. You’ll be leading from the front in building out Nine’s cloud security posture and policies, monitoring and alerting tooling, as well as managing cost controls (FinOps) and vendors. 

You contribute to a learning-oriented workplace culture, being curious about the world
around you, seeking new ways to explore and bring new thinking and practices to bear
within your team. You remain open to learning new technologies and techniques, and finding creative ways to leverage this knowledge to further team goals.

You work in partnership with various product teams and practices enabling them to conduct rapid, stable, secure and repeatable deployments on Cloud and Kubernetes at scale.

You are structured and methodical in your process and have demonstrated skills building and delivering support services for 24/7 systems.

Day to Day, you will: 

Enabling your team:

• Assist the team in a hands-on capacity as required
• Work with stakeholders to provide technical solutions to problems or issues
• Act as a enabler, removing roadblocks to progress as needed
• Work with team members to guide solutions towards business and technology goals
• Drive the continuous improvement of processes and ways of work to improve team capacity and capability

Technical Leadership:

• Drive adoption of best practice and best in class technology
• Remove single points of failure by cross-skilling staff and making sensible, strategic resourcing decisions
• Always be on the lookout for products, solutions and enhancements which address current or perceived future business problems

Drive high performance:

• Provide one on one feedback, career advice and coaching for your team members
• Communicate openly and be the voice of the business within your team, keeping them informed of and working towards the business vision & goals
• Participate in hiring and other HR processes affecting your team where needed
• Mentor team members to create a highly motivated, coherent, and cohesive culture which rewards high performance