Responsibilities
- Be available to travel to Datacom, customer sites and conferences.
- Using tools and processes to deliver services to customers in accordance with SLAs.
- Operational support of customer systems including proactive monitoring of systems, assisting with incident resolution, performing standard and non-standard changes.
- Identification of inefficient procedures or processes and suggesting improvements for implementation.
- Produce accurate, concise, and timely reports as required.
- Provide "on-the-job" training, guidance, and assistance to less experienced Datacom staff to ensure overall competence in the company continually improves.
- Creating efficiencies to enhance our ability to support the customers environment.
- Take responsibility for technical aspects of solutions such as supporting bid responses, product and solution briefings, projects, proof-of-concept management, and training of Datacom support staff.
- Build customer environment using Microsoft Endpoint Manager (Intune).
- Build customer environment using SOTI.
- Configure Apple Business Manager (VPP and MDM Servers).
- Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release).
- Identification and escalation of perceived poor practice or inefficiencies.
- Ensure all systems are built to agreed processes and design (EG: Build guides).
- Provide technical leadership for major incidents.
- Validate and assist in the maintenance of the client’s risk and issues registers.
- Complete time recording processes for work performed as required.
- 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.
- Provide device support to meet customer demands for the resolution of incidents, problems and change service requests as well as business improvement initiatives.
- 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.
- Ensure all tickets are up to date with detailed descriptions of actions taken and information in a timely manner.
- Efficient and effective use of the call management system(s) for assigned customers.
- 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.
- Ability to operate in a team environment by demonstrating the following: Be an effective ambassador for Datacom behaving in ways consistent with the Company Values. Develop effective working relationships with other members of the team to ensure the best team outcome. Liaise directly with team members, client or other third parties to obtain required information or decisions. Demonstrate proactive ownership of identified issues as well as effective communications for suggested resolution efforts. Perform work after-hours where required for project and/or support engagements. Share relevant knowledge, experience, and ideas with team members with the aim of building team competence. Provide constructive feedback to improve team and corporate capability. Proactive open and honest communication at all levels and remains accountable for personal performance. Support other members of the wider Intelligent Workspace group wherever possible. Compliance with Datacom Delivery Methodologies. Ensure project design principals result in service improvements, efficiencies and/or cost reductions for the customer/Datacom post implementation. Successful and responsive project delivery within schedule and budget estimates. Assigned project activities are completed un-supervised or under guidance of the Project Manager if assigned. Close collaboration with customers to ensure delivery of project outcomes. Identify improvements/project opportunities within new accounts and/or contribute to the Service Improvement register for existing clients. Accurate and efficient delivery of project tasks minimising re-work. Accurate and timely contribution to project reporting. Accurate and timely completion of time sheeting for daily activities. Up-to-Date utilisation forecasts based on assigned work are maintained. Manging workloads to allow warm handover to BAU when required for project engagements. Attain and/or maintain relevant industry or professional certification(s). Provide constructive feedback on the development needs of the team.
Requirements
- 5 years’ IT industry experience, preferably within an IT managed service provider, with approx. 2 years’ experience in a similar Mobility role.
- excellent knowledge of iOS, Android.
- good working knowledge of networking and TCP/IP, AD, DHP, DNS and Enterprise applicationsas well as SOTI, Google admin, and Microsoft Intune administration skills.
- exceptional troubleshooting, customer service, communication, and prioritisation skills; and will be comfortable and able to work autonomously with minimal supervision.
Benefits
- social events
- chill-out spaces
- a gaming zone
- remote working
- flexi-hours
- professional development courses
- health insurance
Work Arrangement
Hybrid
Team
Structure: Intelligent Workspace team
Additional Information
- Role is a Fixed Term contract until January 2027
