Datacom Canberra, Australian Capital Territory, Australia.
This role provides key packaging services to one of our largest customers as part of a broader team, responding to contracted and project requests.
Note: Australian Citizenship and an active Baseline Clearance are required by customer requirements.What you'll doSoftware packaging and repackaging from discovery through to deployment supportPackage based on BAU tickets as well as project workParticipate in project planning sessions and project deliveryPrepare documentation for use by Operational staffAnalyse and rectify packaging problemsLeverage enterprise-grade tools, processes, and frameworks to deliver high-quality services and outcomes to Datacom customers in accordance with SLAsEnsure outstanding levels of customer satisfaction by demonstrating timely, professional, and attentive responsesOperate in, and contribute to, a high-performing team cultureIdentify service improvements, efficiencies, and/or cost reductions for Datacom customersFollow best practice methodologies and recognised ITIL processes (e.g., change/release)Provide guidance and mentoring to less experienced Datacom staff to support growth and competenceTake responsibility for technical aspects of solutions including bid responses, product/solution briefings, projects, PoC management, and training of Datacom support staffAdditionally, the role will also require some leadership/2IC functionsProvide technical leadership to the Application Packaging team for major incidents/projectsBe a point of contact and manage escalations for internal and external stakeholders; escalate issues as required to the Application Packaging Team leaderEnsure call management queues are managed effectively in accordance with customer SLAsDatacom is agile and adapts to changing requirements; responsibilities may evolve to meet business needs.What you'll bringMinimum 5 years' experience in the IT industry, preferably within an IT Managed Service Provider environmentApproximately 3 years' experience in a similar Application Packaging roleExceptional knowledge of packaging tools such as InstallShield, PACE, etc.Strong knowledge of Windows 10, Windows 11, and macOSSkilled in endpoint management platforms including SCCM, Intune, VMware Workspace ONE, and JAMFStrong troubleshooting, customer service, communication, and prioritisation skillsAbility to work autonomously with minimal supervisionAdaptability to rapid change in a dynamic working environmentWillingness and ability to travel to Datacom offices, customer sites, and conferences as requiredNice to haveExperience with MSIX packaging and deploymentCustomer SatisfactionEnsure outstanding levels of customer satisfaction by providing timely responses to queries and professional communicationActive participation in internal and customer meetings with follow-up on action itemsTeam EngagementContribute to a positive, collaborative team environment aligned with Datacom valuesDevelop effective working relationships and consult with team members, clients, or third parties to obtain required information or decisionsDemonstrate initiative and accountability; support knowledge sharing and constructive feedbackSupport other members of the wider Intelligent Workspace group where possibleProject DeliveryCommitment to exceptional project delivery in line with Datacom methodologiesDeliver projects on time and within budget with appropriate collaboration with customersIdentify improvements or opportunities within new accounts and contribute to service improvement activitiesAccurate and timely project reporting and timesheet completionAssist pre-sales with scope in customer environmentsManage workloads to enable smooth handover to BAU when neededTraining and DevelopmentCommitment to continuous personal development with a personal development planAttain/maintain relevant certificationsProvide constructive feedback on team development needsWhy join us at DatacomDatacom is one of Australia and New Zealand's largest IT professional services providers.
We offer a dynamic, agile environment with opportunities for career growth, social events, flexible working, remote options, and professional development.You'll be recognised and valued for your contributions in a collegial environment that supports learning and collaboration.
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