Job Opportunities API

Our purpose Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in Our team This is an excellent technical opportunity, joining a fantastic team of peers with opportunity to take your career to new heights! You will be part of our extensive Intelligent Workspace team, who support each other working collaboratively across locations. The Mobility Services team helps companies by supporting their environments day to day and recommending best practices to follow and implement. The team designs, builds and supports solutions end to end allowing our customers to switch to modern managed solutions and support them along the way in conjunction with other Datacom groups About the Role Join us in this key Senior Mobility Engineer role where you will manage the day-to-day operations our client's EMM systems. You will problem-solve technical issues for customers to show how these products can make businesses more productive, collaborative, and innovative. As a Senior Mobility Engineer you will lead and manage the day-to-day operations of the Customers EMM systems with minimal direction; and you will have a focus on ensuring an exceptional customer experience to Datacom’s EMM customer base *** This role requires Australian Citizenship and Eligibility to obtain a NV1 Clearance *** What you’ll do As Senior Mobility Engineer, you will be responsible for but not limited to: Escalation point of contact for customers and team members Using tools and processes to deliver services to customers in accordance with SLAs Creation of design documents (HLD, DDD and LLD) Build customer environment using Microsoft Endpoint Manager (Intune) Build customer environment using VMware WS1 Provide technical leadership for major incidents Ensure all tickets are up to date with detailed descriptions of actions taken and information in a timely manner Ensure all systems are built to agreed processes and design (e.g. Build guides) Identification of inefficient procedures or processes and suggesting improvements for implementation Provide governance to all implementations and changes affecting iOS and Android OS devices Provide governance to all implementations and changes affecting the Google Chrome OS device environment Configure Apple Business Manager (VPP, ADE and MDM Servers) Assume the role of technical leader or design engineer in deployment/refresh projects as required. Follow best practice methodologies and adhere to recognized ITIL processes (e.g. Change/release) Complete time recording processes for work performed as required Document Risks and Issues in the technologies supported, this includes product lifecycle, support, and licensing Assist with, and drive the identification and implementation of shift left initiatives Daily checks and monitoring – as required Monthly reports - Provide data and analysis of the data as requested Documentation – Provide and maintain documentation of systems and services Provide Regular and relevant updates to the records of Support and Problem Management processes Customer Satisfaction Ensure outstanding levels of customer satisfaction by demonstrating the following: Timely responses to customer queries Professional verbal and written communication Attendance to, and active participation in internal/customer meetings Follow-up on assigned action items assigned during meetings Operational support of customer systems including proactive monitoring of systems, assisting with incident resolution, performing standard and non-standard changes Creating efficiencies to enhance our ability to support the customers environment. Provide device support to meet customer demands for the resolution of incidents, problems and change service requests as well as business improvement initiatives Efficient and effective use of the call management system(s) for assigned