Mobility Specialist - Fixed Term Contract

About the Role

This is a remarkable technical opportunity to join a highly capable team of peers, offering a chance to advance your career significantly. You will become a valuable part of the Intelligent Workspace team, which collaborates closely across multiple sites.

The Mobility Services team supports client environments daily and advises on best practices. This team designs, builds, and manages end-to-end modern mobility solutions, supporting clients alongside other departments within the company. You will address technical challenges to demonstrate how these solutions enhance business productivity, collaboration, and innovation.

Key Responsibilities

• Travel as required to company offices, client locations, and conferences.
• Use tools and procedures to deliver services aligned with service level agreements (SLAs).
• Provide operational support for customer systems through proactive monitoring and incident resolution, including handling standard and complex changes.
• Identify inefficiencies in processes or procedures and propose enhancements.
• Generate precise and timely reports as necessary.
• Offer hands-on training, mentoring, and support to junior staff to improve team competence.
• Develop efficiencies to improve support capabilities for customer environments.
• Manage technical elements including bid support, product briefings, project involvement, proof-of-concept oversight, and training for support personnel.
• Build and configure customer environments using Microsoft Endpoint Manager (Intune) and SOTI.
• Configure Apple Business Manager, including VPP and MDM servers.
• Adhere to ITIL best practices, including change and release management.
• Identify and escalate any detected inefficiencies or poor practices.
• Ensure adherence to agreed system build processes and documentation.
• Provide technical leadership during major incidents.
• Support maintenance of client risk and issue registers.
• Complete time tracking accurately for work performed.
• Govern implementations and change management concerning iOS, Android, and Google Chrome OS devices.
• Respond efficiently to device support requests, covering incident resolution and improvement initiatives.
• Document risks and issues related to technology, product lifecycle, support, and licensing.
• Drive shift-left initiatives to move support earlier in the lifecycle.
• Perform daily system checks and monitoring; prepare and analyze monthly reports.
• Maintain comprehensive system and service documentation.
• Update records related to support and problem management regularly.
• Ensure thorough and prompt ticket documentation for all actions taken.
• Utilize call management systems efficiently for assigned clients.

Customer Satisfaction

• Respond promptly to customer inquiries.
• Communicate professionally both verbally and in writing.
• Attend and actively engage in internal and customer meetings.
• Follow up on action items from meetings diligently.

Team Interaction

• Represent the company positively, reflecting its core values.
• Forge strong working relationships to promote team success.
• Communicate effectively with team members, clients, and third parties to gather information or decisions.
• Take proactive ownership of issues and communicate progress clearly.
• Work outside normal hours as required for projects and support commitments.
• Share knowledge and ideas to enhance team capabilities.
• Provide constructive feedback to bolster team and organizational skills.
• Maintain honest and open communication and accountability.
• Support the broader Intelligent Workspace group as needed.
• Comply with established delivery methodologies.
• Ensure project designs contribute to improved service, efficiency, or cost savings.
• Deliver project tasks accurately and on schedule under minimal supervision or guidance.
• Collaborate closely with customers to achieve project outcomes.
• Identify and propose service improvements or new project opportunities.
• Complete accurate project reporting and time sheets promptly.
• Maintain utilization forecasts based on assigned tasks.
• Manage workload to enable smooth transition to business-as-usual operations as necessary.
• Pursue and maintain relevant professional industry certifications.
• Offer feedback to support team members' development needs.

Experience and Skills Required

Candidates should have five years of experience in the IT industry, ideally within a managed service provider environment, including approximately two years in a comparable mobility engineering role. Strong expertise in iOS and Android platforms is essential, along with practical knowledge of networking concepts such as TCP/IP, Active Directory, DHCP, and DNS. Familiarity with enterprise applications, as well as proficiency in SOTI, Google admin tools, and Microsoft Intune, is required. Excellent problem-solving, customer service, communication, and prioritization skills are expected. The role demands an ability to work independently with minimal oversight.

Company Culture and Benefits

The employer is a leading provider of IT professional services across New Zealand and Australia, maintaining a dynamic, agile atmosphere despite its size. The organization fosters a unique culture and energy, recognizing and valuing employee contributions. The environment offers stability, career growth opportunities, and an empowering, flat-structured workplace promoting autonomy. Employees benefit from perks such as social gatherings, relaxation areas, a gaming zone, flexible hours, remote work options, professional development courses, and health insurance. The company works at the forefront of technological innovation, offering ongoing interesting challenges and opportunities.

Additional Information

• This position is a fixed-term contract until January 2027.