Overview
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 do
- Software packaging and repackaging from discovery through to deployment support
- Package based on BAU tickets as well as project work
- Participate in project planning sessions and project delivery
- Prepare documentation for use by Operational staff
- Analyse and rectify packaging problems
- Leverage enterprise-grade tools, processes, and frameworks to deliver high-quality services and outcomes to Datacom customers in accordance with SLAs
- Ensure outstanding levels of customer satisfaction by demonstrating timely, professional, and attentive responses
- Operate in, and contribute to, a high-performing team culture
- Identify service improvements, efficiencies, and/or cost reductions for Datacom customers
- Follow best practice methodologies and recognised ITIL processes (e.g., change/release)
- Provide guidance and mentoring to less experienced Datacom staff to support growth and competence
- Take responsibility for technical aspects of solutions including bid responses, product/solution briefings, projects, PoC management, and training of Datacom support staff
Additionally, the role will also require some leadership/2IC functions
- Provide technical leadership to the Application Packaging team for major incidents/projects
- Be a point of contact and manage escalations for internal and external stakeholders; escalate issues as required to the Application Packaging Team leader
- Ensure call management queues are managed effectively in accordance with customer SLAs
Datacom is agile and adapts to changing requirements; responsibilities may evolve to meet business needs.
What you’ll bring
- Minimum 5 years’ experience in the IT industry, preferably within an IT Managed Service Provider environment
- Approximately 3 years’ experience in a similar Application Packaging role
- Exceptional knowledge of packaging tools such as InstallShield, PACE, etc.
- Strong knowledge of Windows 10, Windows 11, and macOS
- Skilled in endpoint management platforms including SCCM, Intune, VMware Workspace ONE, and JAMF
- Strong troubleshooting, customer service, communication, and prioritisation skills
- Ability to work autonomously with minimal supervision
- Adaptability to rapid change in a dynamic working environment
- Willingness and ability to travel to Datacom offices, customer sites, and conferences as required
Nice to have
- Experience with MSIX packaging and deployment
Customer Satisfaction
- Ensure outstanding levels of customer satisfaction by providing timely responses to queries and professional communication
- Active participation in internal and customer meetings with follow-up on action items
Team Engagement
- Contribute to a positive, collaborative team environment aligned with Datacom values
- Develop effective working relationships and consult with team members, clients, or third parties to obtain required information or decisions
- Demonstrate initiative and accountability; support knowledge sharing and constructive feedback
- Support other members of the wider Intelligent Workspace group where possible
Project Delivery
- Commitment to exceptional project delivery in line with Datacom methodologies
- Ensure design principles deliver service improvements, efficiencies, or cost reductions
- Deliver projects on time and within budget with appropriate collaboration with customers
- Identify improvements or opportunities within new accounts and contribute to service improvement activities
- Accurate and timely project reporting and timesheet completion
- Assist pre-sales with scope in customer environments
- Manage workloads to enable smooth handover to BAU when needed
Training and Development
- Commitment to continuous personal development with a personal development plan
- Attain/maintain relevant certifications
- Provide constructive feedback on team development needs
Why join us at Datacom
Datacom 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 setting that supports learning and collaboration.
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