Our team
This is an excellent technical opportunity, joining a fantastic team of peers with opportunity to take your career to new heights! You will be part of our extensive Intelligent Workspace team, who support each other working collaboratively across locations.
About the Role
The Mobility Services team helps companies by supporting their environments day to day and recommending best practises to follow and implement. The team designs, builds and supports solutions end to end allowing our customers to switch to modern managed solutions and support them along the way in conjunction with other Datacom groups.. You will problem-solve technical issues for customers to show how these products can make businesses more productive, collaborative, and innovative.
As a Mobility Engineer you will manage the day-to-day operations of the Customers EMM systems with minimal direction; and you will have a focus on ensuring an exceptional customer experience to Datacom’s EMM customer base.
This role is available across all Australian offices (Sydney, Melbourne, Adelaide, Brisbane, Perth and Canberra) and will require Australian Citizenship to obtain a Baseline or NV1 Clearance.
What you’ll do
As Mobility Engineer, you will be responsible for but not limited to:
- Be available to travel to Datacom, customer sites and conferences
- Using tools and processes to deliver services to customers in accordance with SLAs
- Operational support of customer systems including proactive monitoring of systems, assisting with incident resolution, performing standard and non-standard changes
- Identification of inefficient procedures or processes and suggesting improvements for implementation
- Produce accurate, concise, and timely reports as required
- Provide "on-the-job" training, guidance, and assistance to less experienced Datacom staff to ensure overall competence in the company continually improves
- Creating efficiencies to enhance our ability to support the customers environment.
- Take responsibility for technical aspects of solutions such as supporting bid responses, product and solution briefings, projects, proof-of-concept management, and training of Datacom support staff.
- Creation of design documents (HLD, DDD and LLD)
- Build customer environment using Microsoft Endpoint Manager (Intune)
- Build customer environment using VMware WS1
- Configure Apple Business Manager (VPP and MDM Servers)
- Assume the role of technical leader or design engineer in deployment/refresh projects as required.
- Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release)
- Identification and escalation of perceived poor practice or inefficiencies
- Ensure all systems are built to agreed processes and design (EG: Build guides)
- Provide technical leadership for major incidents
- Validate and assist in the maintenance of the client’s risk and issues registers
- Complete time recording processes for work performed as required
- Provide governance to all implementations and changes affecting iOS and Android OS devices
- Provide governance to all implementations and changes affecting the Google Chrome OS device environment
- Provide device support to meet customer demands for the resolution of incidents, problems and change service requests as well as business improvement initiatives
- Document Risks and Issues in the technologies supported, this includes product lifecycle, support, and licensing
- Assist with, and drive the identification and implementation of shift left initiatives
- Daily checks and monitoring – as required
- Monthly reports - Provide data and analysis of the data as requested
- Documentation – Provide and maintain documentation of systems and services
- Provide Regular and relevant updates to the records of Support and Problem Management processes
- Ensure all tickets are up to date with detailed descriptions of actions taken and information in a timely manner
- Efficient and effective use of the call management system(s) for assigned customers
Customer Satisfaction
Ensure outstanding levels of customer satisfaction by demonstrating the following
- Timely responses to customer queries
- Professional verbal and written communication
- Attendance to, and active participation in internal/customer meetings
- Follow-up on assigned action items assigned during meetings
Team Engagement
Ability to operate in a team environment by demonstrating the following:
- Be an effective ambassador for Datacom behaving in ways consistent with the Company Values
- Develop effective working relationships with other members of the team to ensure the best team outcome
- Liaise directly with team members, client or other third parties to obtain required information or decisions
- Demonstrate proactive ownership of identified issues as well as effective communications for suggested resolution efforts
- Perform work after-hours where required for project and/or support engagements.
- Share relevant knowledge, experience, and ideas with team members with the aim of building team competence
- Provide constructive feedback to improve team and corporate capability
- Proactive open and honest communication at all levels and remains accountable for personal performance
- Support other members of the wider Intelligent Workspace group wherever possible
- Compliance with Datacom Delivery Methodologies
- Ensure project design principals result in service improvements, efficiencies and/or cost reductions for the customer/Datacom post implementation
- Successful and responsive project delivery within schedule and budget estimates
- Assigned project activities are completed un-supervised or under guidance of the Project Manager if assigned
- Close collaboration with customers to ensure delivery of project outcomes
- Identify improvements/project opportunities within new accounts and/or contribute to the Service Improvement register for existing clients
- Accurate and efficient delivery of project tasks minimising re-work
- Accurate and timely contribution to project reporting
- Accurate and timely completion of time sheeting for daily activities
- Up-to-Date utilisation forecasts based on assigned work are maintained
- Assisting pre-sales with scoping of project engagements in customer environment
- Manging workloads to allow warm handover to BAU when required for project engagements
- Development, maintenance, and execution of initiatives in alignment with a personal development plan
- Attain and/or maintain relevant industry or professional certification(s)
- Provide constructive feedback on the development needs of the team
What you’ll bring
You will have 5 years’ IT industry experience, preferably within an IT managed service provider, with approx. 2 years’ experience in a similar Mobility role. You will possess excellent knowledge of iOS, Android, MacOS and Windows 10 operating systems. Along with good working knowledge of networking and TCP/IP, AD, DHP, DNS and Enterprise applications. MobileIron, Google admin, VMware WS1 (SEG, UAG, ENS) and/ or Microsoft Intune administration skills would be a huge advantage. You will bring exceptional troubleshooting, customer service, communication, and prioritisation skills; and will be comfortable and able to work autonomously with minimal supervision.
Culture and Benefits
Datacom is ones of ANZs largest suppliers of Information Technology professional services. As an ANZ company, 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.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours, professional development courses and health insurance to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
If you would like to know more and this sounds like you. Please apply online today!
