Mobility Specialist (12 Months Fixed Term Contract)

Overview

This position offers a unique technical opportunity to join an excellent team within the Intelligent Workspace group, collaborating across different locations. The Mobility Services team supports clients daily by managing their environments and guiding best practice adoption. They design, develop, and maintain end-to-end solutions that enable customers to transition to modern managed systems with cross-team collaboration.

Key Responsibilities

• Travel as required to Datacom, customer locations, and industry conferences.
• Deliver services to clients following established SLAs using appropriate tools and processes.
• Provide operational support including proactive system monitoring, incident resolution, and performing both standard and complex changes.
• Identify and recommend process improvements to enhance efficiency.
• Create clear, accurate, and timely reporting.
• Offer hands-on training and mentorship to junior Datacom staff to boost team competence.
• Implement operational efficiencies to improve support capabilities.
• Lead technical efforts on bids, solution briefings, projects, proof-of-concept tests, and staff training.
• Build and configure customer environments using Microsoft Endpoint Manager (Intune), SOTI, and Apple Business Manager (VPP and MDM Servers).
• Adhere to ITIL best practices including change and release management processes.
• Escalate identified inefficiencies or risky practices promptly.
• Ensure all system builds follow approved designs and build guides.
• Provide technical leadership during major incident responses.
• Assist in maintaining client risk and issue registers.
• Maintain accurate time records for performed work.
• Govern implementations and changes for iOS, Android, and Google Chrome OS devices.
• Resolve incidents, problems, change requests, and participate in business improvement initiatives.
• Document risks and issues related to technologies, including lifecycle, support, and licensing matters.
• Drive shift-left initiatives to improve first-contact resolution.
• Perform daily system monitoring and provide monthly data analysis reports as required.
• Create and maintain comprehensive documentation of systems and services.
• Keep support and problem management records regularly updated and detailed.
• Ensure timely and thorough ticket updates with action descriptions.
• Use call management systems efficiently for assigned customers.

Customer Satisfaction

• Respond promptly and professionally to customer inquiries.
• Communicate clearly and courteously in verbal and written forms.
• Participate actively in internal and client meetings.
• Follow up on action points from meetings diligently.

Team Engagement

• Represent Datacom positively, demonstrating company values.
• Build effective relationships within the team to optimize outcomes.
• Coordinate with team members, clients, and third parties to gather information and make decisions.
• Proactively own issues and communicate resolution efforts clearly.
• Perform after-hours support for projects or operational needs when necessary.
• Share knowledge, experience, and ideas to enhance team skills.
• Provide constructive feedback for team and organizational growth.
• Communicate openly and take responsibility for personal performance.
• Support the wider Intelligent Workspace group as needed.
• Comply with Datacom delivery methodologies ensuring project designs improve service efficiency or reduce costs.
• Ensure project tasks are completed on schedule and budget with minimal supervision.
• Collaborate closely with clients to achieve project goals.
• Identify new project or improvement opportunities for clients and maintain service improvement records.
• Complete accurate project reporting and timesheets in a timely manner.
• Maintain up-to-date work forecasts and manage workload for smooth transitions to business-as-usual activities.
• Maintain or attain relevant industry certifications.
• Provide feedback regarding team development needs.

Candidate Profile

The ideal candidate will have a minimum of five years' IT industry experience, preferably within a managed service provider, including about two years in mobility-related roles. Strong expertise in iOS and Android platforms is essential. Candidates should also possess solid knowledge of networking concepts such as TCP/IP, Active Directory, DHCP, DNS, and enterprise applications. Familiarity with SOTI, Google Admin, and Microsoft Intune administration is required. Excellent troubleshooting, client service, communication, and prioritization skills are crucial. The role demands the ability to work independently with minimal oversight.

Company Culture and Benefits

Datacom is among the largest IT professional services providers in Australia and New Zealand, maintaining an agile and dynamic work environment despite its size. The company values its people and fosters autonomy within a flat organizational structure. Employees enjoy a range of perks including social events, relaxation zones, gaming areas, remote work options, flexible hours, professional development programs, and health insurance. Working here means engaging with cutting-edge technology to solve complex challenges for major enterprises.

Additional Information

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