Senior Mobility Specialist

Company Overview

Datacom is a leading technology provider in Australasia, blending technology, skilled professionals, and deep expertise to drive real-world solutions and valuable outcomes for clients ranging from governments to enterprises and growing businesses.

Role Summary

We are seeking a Senior Mobility Engineer to take charge of the daily management of our client’s Enterprise Mobility Management (EMM) systems. This role involves resolving technical challenges for customers and showcasing how mobility solutions can enhance productivity, collaboration, and innovation. The position requires leading operational activities with minimal supervision, ensuring exceptional customer experiences within our EMM customer base.

Team Environment

You will join the Intelligent Workspace team, a collaborative group working across different locations to support modern managed solutions. The Mobility Services team designs, implements, and maintains end-to-end solutions helping companies transition smoothly and supports them continuously alongside other groups within Datacom.

Key Responsibilities

• Serve as the escalation point for customers and internal teams.
• Utilize tools and structured processes to meet service level agreements when delivering customer services.
• Produce comprehensive design documentation including High-Level Design (HLD), Detailed Design Document (DDD), and Low-Level Design (LLD).
• Construct customer environments using Microsoft Endpoint Manager (Intune) and VMware Workspace ONE (WS1).
• Lead technical handling of major incidents and ensure timely updates of action tickets.
• Adhere to agreed processes and design standards to build systems, including maintaining build guides.
• Identify and recommend procedural improvements to increase efficiency.
• Govern implementations and changes for iOS, Android, and Google Chrome OS devices, including managing Apple Business Manager configurations.
• Assume technical leadership roles during deployment and refresh projects as needed.
• Follow ITIL methodologies such as Change and Release management.
• Maintain records of risks, issues, product lifecycle, support, and licensing information.
• Champion shift left initiatives to improve service delivery.
• Perform daily system monitoring and monthly data reporting with analysis.
• Keep current documentation of systems and provide regular updates for support and problem management processes.

Customer Satisfaction

• Respond promptly and professionally to customer inquiries.
• Communicate effectively in both verbal and written formats.
• Participate proactively in internal and client meetings and follow up on assigned tasks.
• Provide operational support through proactive monitoring, incident handling, and change requests.
• Create operational efficiencies to enhance support capabilities.
• Travel to Datacom offices, customer locations, and events as needed.
• Assist in maintaining customer risk and issue registers.

Team Collaboration

• Represent Datacom positively and demonstrate adherence to company values.
• Foster effective working relationships within the team and stakeholders.
• Engage directly with team members, clients, and third parties to resolve issues.
• Take proactive ownership of challenges and communicate resolutions clearly.
• Work flexibly including after-hours when project or support demands require.
• Share knowledge and provide constructive feedback to enhance team skills and corporate capability.
• Maintain open and accountable communication across all levels.
• Support the wider Intelligent Workspace group when possible.

Project Delivery

• Adhere strictly to Datacom Delivery Methodologies for project execution.
• Ensure project designs enhance services, efficiencies, and reduce costs for customers.
• Deliver projects successfully within timeframes and budgets.
• Complete assigned project work independently or under project manager guidance.
• Collaborate closely with customers to realize project outcomes.
• Identify new project opportunities and contribute to service improvement initiatives.
• Maintain accuracy and timeliness in reporting and timesheet submissions.
• Assist pre-sales with project scoping and facilitate smooth handover to business-as-usual operations.

Training and Development

• Develop and pursue a personal development plan focused on continuous improvement.
• Obtain and maintain relevant professional certifications.
• Provide constructive feedback to support team growth.
• Offer on-the-job training and guidance to less experienced colleagues.
• Support technical aspects of solutions in bids, briefings, proofs of concept, projects, and staff training.

Candidate Profile

Ideal candidates will have approximately two years’ experience in a similar mobility engineering role, ideally within an IT managed service provider environment. They should demonstrate strong expertise in iOS and Android platforms, alongside solid knowledge of networking fundamentals such as TCP/IP, Active Directory, DHCP, and DNS. Experience with enterprise applications and administration of tools like SOTI, Google Admin, and Microsoft Intune is essential. Strong troubleshooting aptitude, customer service skills, and the ability to work independently with minimal supervision are required.

Additional Requirements

• Australian citizenship is required.
• Eligibility to obtain NV1 security clearance is mandatory.

Workplace Culture and Benefits

Joining Datacom means becoming part of a supportive environment focused on career growth, wellbeing, and impactful work. Benefits include paid parental leave, 24/7 employee assistance program, extensive learning resources, ongoing certification opportunities, recognition programs, and access to financial wellbeing offerings. The company embraces diversity, innovation, and collaboration, empowering employees to excel professionally and personally.