Working in a close-knit, collaborative team, you will be responsible for planning, implementing, and documenting testing activity for ongoing support of a Standard Operating Environment (SOE) in a large environment. Testing iterative updates of the SOE against a variety of endpoints across various platforms, you will bring demonstrated experience using System centre configuration manager (SCCM) and understanding of the SOE prestaging and build process.

Using your experience, you will effectively use testing management software to execute both automated and manual test cases to identify, track and manage defects in the SOE. Your experience with PowerShell scripting and its interface with testing management software will be an asset to the ongoing support and continuous improvement of the teams work practise.

This role is based in our Canberra office.

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)

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 in our Canberra office and requires Australian Citizenship due to customer requirements.

What you’ll do

As a Desktop Support Engineer, you will be accountable for, but not limited to:

• 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
• Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release)

What you’ll bring

To be successful in this role, you will have demonstrated the following:

• 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
• 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.

Your New Role

The Systems Engineer will be accountable under general direction to manage complex activities and tasks relating to requirements development, system definition, design and development, integration, verification and validation. The role will support planning, organization, integration and delivery of complex systems engineering services and products.

The program of work has multiple projects which range in size.  The successful candidate may be required to work across one or more of these projects.

The role will focus on several key activities including but not limited to:

• Work with project managers, product owners, business analysts and senior customers on the design of integrated ICT solutions that support organizational outcomes within the constraints of a technology roadmap.
• Provide technical expertise to enable the configuration of system components and equipment for systems testing.
• Collaborate with technical teams to develop and agree implementation plans and reports on progress.
• Support the analysis of complex systems and apply engineering expertise to identify and recommend courses of action.
• Resolve issues and or problems that arise during the course of capability development projects.
• Assist in the continuous improvement process by developing and enhancing procedures, and working cohesively and flexibly with the broader project team, key business partners and stakeholder groups.
• Configure tools and/or creates scripts to automate the provisioning, testing and deployment of new and changed infrastructure.

Are you ready to be part of an energetic high performing Cyber security team doing work that matters?

We have a great opportunity to join a leading edge team that directly supports our Defence personnel in the field. Our cyber security engineers support the security function for our customer ensuring systems are available, appropriately maintained and secured which ensures the people who put themselves in harm’s way for all of Australia have secure and appropriately hardened systems to support them.

Working within a high performing supportive team this role allows you to utilise your broad experience and make a real difference. Your responsibilities will include

• Provide operational support for a number of Cyber security tools including ongoing tuning and improvements
• Assist with design, deployment and maintenance of cyber security tools;
• Undertake routine patching and configuration tasks; and
• Perform integration and other testing functions.

As our Customer Service Agent you will provide professional and efficient first points of contact for our customers and visitors within our facilities.  

Being a member of our Customer Service team, you’ll ensure a great experience in all contacts, both reactive and proactive, to achieve the best service outcomes for customers. In addition to this you’ll act as concierge for your facility; this entails coordinating the logistics and accurate documentation of deliveries. 

We have two opportunities for experienced customer centric individuals to join us on a Casual basis, offering between 15-25 hours per week or as agreed with the potential to work across our Canberra site. Work the hours that work for you! 

To be successful in this role you’ll have: 

Customer Focus 

• Greet all visitors to facility in a timely, courteous, and professional manner. 

• Work with internal teams around the country to deliver a seamless customer experience. 

• Provide accurate advice and guidance on customer service requests and incidents. 

Concierge 

• Take telephone calls to facility from both internal and external customers. 

• Assist with coordination of customer and company events and activities at facility. 

• Conduct site inductions with visitors, in coordination with Facilities team, and scan induction paperwork. 

• Conduct audits of critical facility stock and replenish levels as required on: 

Support 

• Provide prompt and friendly communication to customers in person, via telephone, email, and ticketing system. 

• Action internal and external customer requests via all the internal request systems; email, via phone or face to face.  

• Provide first level resolution where possible or escalate requests and incident to the appropriate resolver group.