Senior Mobility Specialist

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

Join a dynamic Intelligent Workspace team and help shape modern mobility solutions that transform how businesses work. Collaborate with talented peers across locations, design and support end-to-end solutions, and play a key role in helping customers transition to modern managed environments with best-practice guidance every step of the way. 

In this key Senior Mobility Specialist role, you’ll lead the day-to-day operations of customer EMM systems, solve complex technical challenges, and help businesses become more productive, collaborative, and innovative. Deliver exceptional customer experiences, work with minimal direction, and make a real impact across Datacom’s EMM customer base.

*** This role requires Australian Citizenship and Eligibility to obtain a NV1 Clearance ***

What You Will Do

As Senior Mobility Engineer, you will be responsible for but not limited to:

• Using tools and processes to deliver services to customers in accordance with SLAs 
• 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 
• Escalation point of contact for customers and team members 
• 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. 
• Creation of design documents (HLD, DDD and LLD) 
• Build customer environment using the latest technologies including but not limited to Microsoft Intune, Soti, WS1 and JAMF. 
• 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 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  
• Provide governance to all implementations and changes affecting iOS, Android, and Chrome OS device environments, and deliver device support for incident, problem, and change service request resolution 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 
• 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 
• Creating efficiencies to enhance our ability to support the customers environment. 
• Provide device support to exceed 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 customers 
  

Team Engagement

Ability to operate in a team environment by demonstrating the following:

• Be an effective ambassador for Datacom behaving in ways consistent with the Datacom 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

Project Delivery

Commitment to exceptional project delivery by demonstrating:

• Compliance with Datacom Delivery Methodologies 
• 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 
• Assisting pre-sales with scoping of project engagements in customer environment 
• Managing workloads to allow warm handover to BAU when required for project engagements 

Training and Development

Commitment to personal development by demonstrating:

• Development, maintenance, and execution of initiatives in alignment with a personal development plan 
• Attain and/or maintain relevant industry or professional certification(s) 
• Provide constructive feedback on the development needs of the team

What You Will Bring

You will have 7 years’ IT industry experience, preferably within an IT managed service provider, with approx. 5 years’ experience in a similar Mobility role. You will possess excellent knowledge of iOS, Android, MacOS and Windows 10 operating systems. Along with great working knowledge of networking and TCP/IP, AD, DHP, DNS and Enterprise applications. MobileIron, Google admin, VMware WS1 (SEG, UAG, ENS) and/ or Microsoft Intune administration skills would be a huge advantage. You will bring exceptional leadership skills, troubleshooting, customer service, communication, and prioritisation skills; and will be comfortable and able to work autonomously with minimal supervision.

Culture and Benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact