Senior Mobility Specialist

About Datacom

Datacom connects people and technology to solve challenges, create new opportunities, and foster innovation within the communities they serve.

Team Overview

This role offers a technical opportunity to join a collaborative and extensive Intelligent Workspace team that operates across multiple locations. The Mobility Services team supports enterprise environments daily, advising on and implementing best practices to enable customers to transition to modern managed solutions seamlessly, working closely with other Datacom units.

Role Summary

As a Senior Mobility Engineer, you will oversee the day-to-day operation of clients' Enterprise Mobility Management (EMM) systems with minimal oversight. You will troubleshoot technical challenges and demonstrate how mobility solutions can enhance business productivity and collaboration. This position focuses on delivering exceptional customer experiences to Datacom’s EMM clientele.

Note: Australian Citizenship and eligibility for NV1 security clearance are mandatory for this position.

Key Responsibilities

• Serve as the primary escalation contact for customers and team members.
• Utilize tools and processes to deliver services within established SLAs.
• Develop high-level, detailed, and design documents (HLD, DDD, LLD).
• Configure and build customer environments using Microsoft Endpoint Manager (Intune) and VMware Workspace ONE (WS1).
• Provide technical leadership during major incident resolution.
• Maintain comprehensive and timely documentation in ticketing systems.
• Ensure system builds follow agreed designs and standards.
• Identify procedural inefficiencies and recommend improvements.
• Govern changes and implementations affecting iOS, Android, and Google Chrome OS devices.
• Manage Apple Business Manager configurations including VPP, ADE, and MDM servers.
• Lead or support deployment and refresh projects as technical lead or design engineer.
• Adhere to ITIL best practices including change and release management.
• Complete required time recording and document risks and issues related to supported technologies.
• Support shift-left initiatives to improve service efficiency.
• Perform daily system monitoring and reporting as needed.
• Maintain and update comprehensive system and service documentation.
• Provide timely updates for Support and Problem Management processes.

Customer Satisfaction Focus

• Respond promptly to customer queries with professional communication.
• Participate actively in meetings and follow through on action items.
• Support customer systems proactively including incident resolution and change implementations.
• Enhance support efficiencies for the customer's environment.
• Provide device support addressing incidents, problems, service requests, and business improvements.
• Use call management tools efficiently for assigned accounts.
• Travel to company offices, customer sites, and conferences as required.
• Assist in maintaining customer risk and issue registers.

Team Collaboration

• Exemplify the Datacom values as a company ambassador.
• Build strong working relationships within the team for optimal outcomes.
• Effectively communicate and coordinate with colleagues, clients, and third parties.
• Take ownership of issues and actively communicate progress and resolutions.
• Work flexible hours including after-hours as project or support needs arise.
• Share knowledge and provide constructive feedback to enhance team capabilities.
• Engage in open and accountable communication at all levels.
• Support the wider Intelligent Workspace group as opportunities arise.

Project Delivery Excellence

• Follow Datacom’s delivery methodologies to ensure service improvements, efficiency gains, and cost reductions.
• Deliver projects on time, within budget, and aligned with client expectations.
• Complete project tasks independently or with project manager guidance.
• Collaborate closely with clients to achieve project goals.
• Identify and contribute improvement opportunities for new and existing accounts.
• Maintain accurate project reports and time tracking.
• Assist pre-sales with scoping and manage transitions to business-as-usual operations.

Training and Development

• Engage in personal development aligned with individual plans.
• Maintain relevant professional certifications.
• Provide feedback on team development needs.
• Offer on-the-job training and mentorship to less experienced colleagues.
• Support technical aspects of proposals, training, and proof-of-concept activities.

Candidate Profile

Candidates should have approximately two years of similar mobility experience, ideally within an IT managed service provider environment. A strong understanding of iOS and Android platforms is essential, along with knowledge of networking protocols (TCP/IP, DHCP, DNS), Active Directory, enterprise applications, and administration skills for SOTI, Google Admin, and Microsoft Intune. Strong troubleshooting, communication, customer service, and prioritization capabilities are required, as well as the ability to work independently.

Culture and Benefits

As one of the largest IT service providers in ANZ, Datacom offers a dynamic yet agile work environment where employees feel valued. The company supports continuous growth with career opportunities, a flat organizational structure promoting autonomy, and a vibrant culture highlighted by social events, relaxation areas, gaming zones, flexible hours, remote work options, professional development chances, and health insurance. Working at Datacom means engaging with cutting-edge technology and tackling interesting challenges regularly.