Senior Mobility Specialist

About Datacom

Datacom combines cutting-edge technology with expert personnel to assist organisations in succeeding amidst rapid change. As a top technology provider in Australasia, it serves diverse industries by tackling practical challenges and delivering valuable outcomes. It supports governments, enterprises, and growing companies, dedicated to benefiting customers, communities, and employees alike.

Role Overview

This key Senior Mobility Engineer position involves managing daily operations of client Enterprise Mobility Management (EMM) systems. You will troubleshoot technical issues to demonstrate how these solutions enhance business productivity, collaboration, and innovation. Leading the EMM system operations with minimal supervision, the role emphasizes delivering outstanding customer experiences to Datacom's EMM clientele.

Team Environment

You will join the Intelligent Workspace team, collaborating across locations to support day-to-day client environments and recommend best practices. The Mobility Services team designs, implements, and supports end-to-end solutions enabling customers' transition to modern managed environments alongside other Datacom groups.

Key Responsibilities

• Act as an escalation contact for customers and team members.
• Utilise tools and procedures to deliver services as per SLAs.
• Create design documentation including high, detailed, and low-level designs.
• Build customer environments using Microsoft Endpoint Manager (Intune) and VMware Workspace ONE (WS1).
• Lead technical response during major incidents.
• Maintain up-to-date, detailed records of all ticket actions and information promptly.
• Ensure system builds adhere to established design guidelines and processes.
• Identify inefficient workflows and propose improvements.
• Govern implementation and changes affecting iOS, Android, and Google Chrome OS devices.
• Configure Apple Business Manager components such as VPP, ADE, and MDM servers.
• Take technical leadership or design roles in deployment projects.
• Follow ITIL best practices including change and release management.
• Complete time tracking for work performed.
• Document risks and issues related to supported technologies.
• Initiate and support shift-left efforts to improve processes.
• Conduct required daily system checks and monitoring.
• Provide monthly data reports and analyses.
• Maintain documentation of systems and services.
• Regularly update support and problem management records.

Customer Satisfaction

• Respond promptly to customer questions.
• Communicate professionally in verbal and written forms.
• Attend and actively engage in internal and customer meetings.
• Follow up effectively on assigned meeting action items.
• Proactively support customer systems and incidents, including standard/non-standard changes.
• Implement efficiencies that enhance support capabilities.
• Deliver device support for incident resolution and business improvements.
• Efficiently use call management systems for assigned customers.
• Be willing to travel to Datacom offices, client sites, and conferences as necessary.
• Help maintain the customer's risk and issues registers.

Team Collaboration

• Represent Datacom positively in alignment with company values.
• Foster strong working relationships for optimal team outcomes.
• Communicate directly with team, clients, or third parties to gather information.
• Proactively manage identified issues and communicate resolutions.
• Work after-hours when required for projects or support.
• Share knowledge and skills to build team competence.
• Offer constructive feedback to enhance team and corporate abilities.
• Communicate openly and take accountability for performance.
• Support colleagues within the wider Intelligent Workspace group.

Project Delivery

• Adhere to Datacom Delivery Methodologies.
• Ensure project designs improve services, efficiency, or reduce costs.
• Deliver projects on time and within budget.
• Complete project tasks independently or under project manager guidance.
• Collaborate closely with customers for project success.
• Identify improvement opportunities and contribute to service improvement records.
• Minimize re-work through accurate task completion.
• Provide timely and precise project updates and timesheets.
• Maintain up-to-date utilization forecasts.
• Assist pre-sales with project scoping.
• Manage workload transitions to business-as-usual operations.
• Produce clear and timely reports as required.

Training and Development

• Commit to personal growth through development plans.
• Obtain and maintain relevant certifications.
• Give feedback on team's development needs.
• Provide on-the-job training and mentorship to junior staff.
• Take charge of technical aspects in bids, projects, training, and support.

Candidate Profile

Ideal candidates have approximately two years’ experience in a similar mobility role, preferably within IT managed service providers. Strong expertise in iOS and Android management is essential, alongside solid knowledge of networking fundamentals including TCP/IP, Active Directory (AD), DHCP, DNS, and Enterprise applications. Familiarity with SOTI, Google Admin, and Microsoft Intune administration is required. Exceptional problem-solving, communication, customer service, and prioritization skills are necessary. The role demands autonomy with minimal supervision.

Additional Requirements

This position requires Australian citizenship and eligibility for NV1 security clearance.

Culture and Benefits

Datacom fosters growth and wellbeing, offering industry-leading learning opportunities, certifications, parental leave, employee assistance programs, financial benefits, and recognition programs. The environment values curiosity, innovation, inclusion, and meaningful impact.

Why Join Us

• Paid parental leave.
• 24/7 Employee Assistance Program (DataCare).
• Ongoing learning and career development.
• Access to top learning platforms and future skill training.
• Recognition programs celebrating achievements.
• Employee discounts and financial wellness benefits.
• Work that makes a tangible difference.