Senior Mobility Specialist

About Datacom

Datacom blends innovative technology and skilled professionals to empower organisations navigating today's fast-evolving landscape. As a major Australasian technology provider, we collaborate with a variety of sectors to solve practical challenges and achieve significant results that benefit our clients and communities alike.

Position Overview

We are seeking a Senior Mobility Engineer to oversee our client's Enterprise Mobility Management (EMM) systems daily operations. You'll diagnose and resolve technical challenges while demonstrating how these tools enhance workforce efficiency, cooperation, and innovation. This role involves leading EMM operations autonomously and prioritizing an exceptional service experience for Datacom’s customers.

Team Environment

You will become part of the Intelligent Workspace group—a collaborative, supportive team working across multiple locations. Our Mobility Services help clients transition to modern end-to-end managed solutions, providing continuous support and best practice recommendations alongside other Datacom units.

Key Responsibilities

• Serve as the escalation contact for both customers and internal teams
• Utilize various tools and procedures to deliver services conforming to agreed SLAs
• Develop design documentation, including High-Level Designs (HLD), Detailed Design Documents (DDD), and Low-Level Designs (LLD)
• Configure and deploy customer environments via Microsoft Endpoint Manager (Intune) and VMware WS1
• Lead technical efforts during significant incidents
• Maintain timely and thorough ticket documentation describing actions and statuses
• Ensure environments are constructed according to established processes and build guides
• Identify inefficient workflows and suggest improvement implementations
• Govern changes impacting iOS, Android, and Google Chrome OS devices
• Manage Apple Business Manager configurations, including VPP, ADE, and MDM Servers
• Lead or contribute as a design engineer in deployment and refresh projects
• Follow ITIL best practices, including change and release management
• Complete time recording for performed tasks
• Document risks, issues, and lifecycle considerations related to supported technologies
• Promote 'shift left' initiatives to improve service efficiency
• Conduct routine system monitoring and daily checks
• Generate monthly data reports and analyses as requested
• Regularly update support and problem management records and documentation

Customer Satisfaction Focus

• Respond promptly and professionally to customer inquiries
• Participate actively in meetings and follow up on actions
• Support customer systems proactively, resolving incidents and facilitating changes
• Create workflows enhancing customer environment support efficiency
• Provide device-related support for incidents, problems, and service requests
• Use call management systems efficiently to handle assigned customer interactions
• Availability to travel to offices, customer sites, and conferences as needed
• Validate and maintain customer risk and issue registers

Team Collaboration

• Act as a strong representative of Datacom, embodying core company values
• Build productive working relationships to achieve team goals
• Communicate effectively with team members, clients, and third parties
• Own identified issues proactively and communicate resolutions
• Attend after-hours work for project or support needs when required
• Share knowledge and feedback to strengthen team capabilities
• Maintain open, honest, and accountable communication
• Support broader Intelligent Workspace group initiatives

Project Delivery Responsibilities

• Follow Datacom Delivery Methodologies diligently
• Design projects to improve service, efficiency, or reduce costs
• Deliver projects on time and within budget
• Complete assigned project tasks independently or under project management guidance
• Collaborate closely with customers to meet project goals
• Identify opportunities for improvement and contribute to service improvement documentation
• Produce accurate project reports and timesheets promptly
• Maintain up-to-date utilisation forecasts
• Support pre-sales with project scoping and transition work to business-as-usual operations

Personal and Professional Growth

• Develop and follow personal growth plans aligned with company objectives
• Achieve and maintain industry or professional certifications relevant to the role
• Provide constructive feedback on team development needs
• Offer on-the-job training and mentorship to less experienced colleagues
• Take responsibility for technical components of bids, project management, and staff training

Candidate Profile

Ideal applicants bring around two years of experience in a similar mobility role, preferably within an IT managed service provider environment. Strong expertise in iOS and Android platforms is essential, alongside a solid understanding of networking fundamentals such as TCP/IP, Active Directory, DHCP, DNS, and enterprise applications. Familiarity with SOTI, Google Admin, and Microsoft Intune administration is expected. Superior problem-solving abilities, customer service, communication, and task prioritization skills are critical, as is the capacity to work independently with minimal oversight.

Requirements and Conditions

• Must be an Australian citizen with eligibility to obtain NV1 security clearance

Benefits and Company Culture

Datacom fosters a supportive environment promoting career development, wellbeing, and meaningful contributions. We offer extensive learning and certification opportunities, paid parental leave, 24/7 employee assistance programs, employee discounts, financial wellbeing benefits, and recognition programs to celebrate achievements. Our workplace encourages curiosity, inclusion, innovation, and impact across all levels.