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
* 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 environment that supports learning and collaboration.
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