Senior Mobility Specialist

About Datacom

Datacom connects people and technology to overcome challenges, create opportunities, and explore new possibilities within our communities.

Team Overview

Join our skilled Intelligent Workspace team, collaborating across locations to support and innovate. The Mobility Services group assists enterprises by managing their mobile environments daily and advising on best practices. We design, implement, and maintain end-to-end solutions to help customers transition to modern managed mobility platforms.

Role Summary

As a Senior Mobility Engineer, you will oversee the daily operation of clients' Enterprise Mobility Management (EMM) systems. Your responsibilities include resolving technical issues, promoting product adoption to enhance business productivity and innovation, and ensuring exceptional customer experiences. You will operate with minimal supervision, leading technical responses and maintaining governance of customer mobile device ecosystems.

Main Responsibilities

• Act as the primary escalation contact for customers and internal teams.
• Utilize tools and follow processes to deliver services aligning with SLAs.
• Produce comprehensive design documentation including High-Level, Detailed, and Low-Level Designs.
• Architect and deploy customer environments using Microsoft Endpoint Manager (Intune) and VMware Workspace ONE (WS1).
• Lead technical activities during major incidents.
• Maintain current and detailed ticket records documenting actions taken.
• Ensure all systems are constructed following agreed processes and build guides.
• Identify opportunities to streamline processes and propose enhancements.
• Govern implementations and changes affecting iOS, Android, and Google Chrome OS devices.
• Configure Apple Business Manager components such as VPP, ADE, and MDM servers.
• Serve as technical lead or design engineer in deployment or refresh projects as needed.
• Adhere to ITIL best practices including change and release management.
• Complete required time tracking for all performed work.
• Document risks, issues, and lifecycle considerations related to supported technologies, including licensing.
• Support and drive initiatives to shift left and improve service efficiency.
• Perform daily system checks and monitoring activities.
• Provide monthly reporting with data and relevant analysis.
• Maintain up-to-date system and service documentation.
• Regularly update support and problem management records.

Customer Satisfaction Focus

• Respond promptly to customer inquiries.
• Communicate professionally in both verbal and written forms.
• Participate actively in internal and customer meetings.
• Follow up diligently on assigned tasks from meetings.
• Deliver operational support with proactive system monitoring and incident resolution.
• Develop efficiencies that enhance customer environment support.
• Provide timely resolution for incidents, problems, and change requests related to devices.
• Use call management systems effectively for assigned customer accounts.
• Be available to travel to company offices, client sites, and industry events as necessary.
• Assist in maintaining risk and issue registers for customers.

Team Collaboration

• Represent Datacom professionally in alignment with company values.
• Establish strong working relationships within the team for collective success.
• Communicate directly with colleagues, clients, and third parties to gather required information.
• Take proactive ownership of issues and communicate resolution approaches effectively.
• Participate in after-hours work when required for projects or support.
• Share knowledge and experiences to raise the team's overall competence.
• Offer constructive feedback to enhance team and corporate capabilities.
• Maintain open, honest communication and accountability at all organizational levels.
• Support the wider Intelligent Workspace group as needed.

Project Delivery Commitment

• Comply with Datacom's delivery methodologies to ensure project success.
• Ensure designs contribute to service improvements, cost efficiencies, and customer satisfaction.
• Deliver projects responsively within budget and timeline constraints.
• Complete assigned project work independently or as directed by project management.
• Collaborate closely with customers to achieve project objectives.
• Identify improvement opportunities and contribute to service improvement initiatives.
• Work accurately to minimize rework and optimize outcomes.
• Provide timely and accurate project reporting and time tracking.
• Maintain utilization forecasts for assigned work.
• Support pre-sales activities by assisting with project scoping.
• Manage workload to facilitate smooth handover to business-as-usual operations.
• Produce concise and accurate reports as needed.

Training and Development

• Engage in personal development plans and initiatives.
• Obtain and maintain relevant industry or professional certifications.
• Provide feedback on development needs within the team.
• Offer on-the-job training and mentoring to less experienced staff to elevate team skills.
• Assume responsibility for technical elements of solutions including bid support, briefings, proofs-of-concept, and training of support staff.

Required Qualifications and Experience

Ideal candidates will have approximately two years' experience in a similar mobility role, ideally within an IT managed service provider environment. Superior knowledge of iOS and Android platforms is essential, alongside a solid understanding of networking fundamentals (TCP/IP, AD, DHCP, DNS), enterprise applications, and administration experience with SOTI, Google Admin Console, and Microsoft Intune. Excellent troubleshooting, customer service, communication, and prioritization abilities are required. Candidates must be capable of working independently with minimal supervision.

Additional Requirements

This position requires Australian Citizenship and eligibility to obtain NV1 Security Clearance.

Company Culture and Benefits

Datacom is among the largest providers of IT professional services in ANZ, uniquely blending dynamic, small business agility with the resources of a large organisation. We value our people, offering stability, career advancement, and a supportive, flat-structured workplace that fosters autonomy.

Employee perks include social events, relaxation areas, gaming zones, remote working options, flexible hours, professional development courses, and health insurance. Working here means access to cutting-edge technology and continuous challenging projects that fuel growth and innovation.