Mobility Specialist (12-Month Fixed Term Contract)

About Datacom

Datacom is a leading technology provider in Australasia, combining expertise and talented people to help organisations thrive amidst rapid change. Serving government, enterprise sectors, and growing businesses, Datacom is dedicated to delivering significant results for customers and communities alike.

Role Overview

The Mobility Services team supports daily client environments and advises on best practices. This team designs, implements, and maintains end-to-end mobility solutions to enable clients to adopt modern managed services. The role involves problem-solving technical issues to showcase how mobility products enhance business productivity, collaboration, and innovation.

Responsibilities

• Travel to Datacom locations, client sites, and conferences as required.
• Utilize tools and processes to deliver customer services aligned with SLAs.
• Provide operational support for customer systems including proactive monitoring, incident resolution, and changes management.
• Identify and recommend improvements to inefficient procedures or processes.
• Produce timely, accurate reports as needed.
• Provide on-the-job training and guidance to less experienced staff to elevate team competence.
• Enhance efficiencies to better support customer environments.
• Lead technical activities such as supporting bids, briefings, project contributions, proof-of-concept management, and training internal support staff.
• Build and manage customer environments using Microsoft Endpoint Manager (Intune) and SOTI.
• Configure Apple Business Manager including VPP and MDM Servers.
• Apply ITIL best practices for change and release processes.
• Recognize and escalate poor practices or inefficiencies.
• Ensure systems comply with agreed build guides and designs.
• Provide technical leadership during major incident responses.
• Maintain risk and issue registers related to client systems.
• Complete timely and thorough work time recording.
• Govern implementations and changes related to iOS, Android OS, and Google Chrome OS devices.
• Deliver device support handling incidents, problems, and service requests alongside business improvement initiatives.
• Document technology risks, product lifecycle, support, and licensing details.
• Support continuous improvement initiatives such as shift-left strategies.
• Conduct daily system checks and monitoring as required.
• Prepare monthly reports with data analysis upon request.
• Maintain detailed documentation of supported systems and services.
• Update support and problem management records regularly and accurately.
• Ensure all tickets have up-to-date, detailed action descriptions and status updates in a timely manner.
• Effectively utilize call management systems for assigned customers.

Customer Satisfaction

• Respond promptly to customer inquiries.
• Communicate professionally in both verbal and written forms.
• Participate actively in internal and client meetings.
• Follow up diligently on assigned meeting action items.

Team Engagement

• Represent Datacom in alignment with company values.
• Build productive relationships within the team for optimal outcomes.
• Communicate directly with team members, clients, and third parties to gather information and decisions.
• Take proactive ownership of issues and communicate effectively on resolution strategies.
• Work after-hours as needed for projects or support tasks.
• Share knowledge and ideas to improve team capabilities.
• Provide constructive feedback to strengthen team and company performance.
• Maintain open, honest communication and accountability for personal performance.
• Support the broader Intelligent Workspace group as feasible.
• Adhere to Datacom delivery frameworks and methodologies.
• Ensure project designs contribute to service improvements, cost reductions, and efficiency gains.
• Deliver projects on schedule and within budget.
• Complete assigned project tasks independently or under management guidance.
• Collaborate closely with clients to achieve project goals.
• Identify and report potential improvements or new project opportunities.
• Provide accurate, timely reports and maintain current time records.
• Maintain up-to-date utilization forecasts based on assigned work.
• Manage workload to enable smooth handover to business-as-usual operations post-project.
• Obtain and maintain relevant industry or professional certifications.
• Offer feedback on team development needs.

Required Experience and Skills

Candidates should have at least five years of IT industry experience, preferably with managed service providers, including around two years specifically in a mobility engineer role. Strong expertise in iOS and Android systems is essential, along with solid networking knowledge encompassing TCP/IP, Active Directory, DHCP, and DNS. Experience with enterprise applications and administration of tools such as SOTI, Google Admin, and Microsoft Intune is required. Applicants must demonstrate excellent troubleshooting, communication, customer service, and prioritization skills and be comfortable working independently with minimal supervision.

Culture and Benefits

Datacom fosters a supportive environment for career growth, wellbeing, and meaningful work. Benefits include paid parental leave, 24/7 employee assistance programs, constant learning and certification opportunities, access to premier learning platforms, recognition programs, employee discounts, and financial wellbeing support. The workplace values curiosity, innovation, inclusion, and making a genuine impact.

Note: This role is a fixed-term contract lasting until January 2027.