Mobility Specialist (12 months Fixed Term contract)

Datacom; Auckland; On-site; NZD 80,000 - 100,000; Full time

Benefits offered by this job

Fixed-term contract until January 2027

Job summary

Datacom in Auckland is searching for IT Mobility Services support with a fixed-term contract until January 2027. The role requires 5 years' IT experience, ideally within a managed service provider, with 2 years in mobility. Responsibilities include providing operational support, troubleshooting, and customer interactions along with using tools like Microsoft Intune and SOTI. Candidates must exhibit strong communication and prioritisation skills and be comfortable working autonomously.

Qualifications

• 5 years of IT industry experience, ideally in a managed service provider.
• Approximately 2 years of experience in a mobility role.
• Excellent knowledge of iOS, Android, networking, TCP/IP, AD, DHCP, and DNS.

Responsibilities

• Provide operational support of customer systems including proactive monitoring.
• Identify inefficient procedures and suggest improvements.
• Deliver tasks accurately, efficiently, and with minimal rework.

Skills

iOS

Android

Networking

TCP/IP

Active Directory (AD)

DHCP

DNS

Customer service

Troubleshooting

Prioritisation

Tools

Microsoft Intune

SOTI

Google Admin

Job description

About The Role

The Mobility Services team helps companies by supporting their environments day to day and recommending best practices. The team designs, builds and supports end-to-end solutions to enable customers to modernise managed solutions and support them along the way.

What You’ll Do

• Be available to travel to Datacom, customer sites and conferences.
• Use tools and processes to deliver services in accordance with SLAs.
• Operational support of customer systems including proactive monitoring, incident resolution, and changes.
• Identify inefficient procedures or processes and suggest improvements.
• Produce accurate, concise, and timely reports.
• Provide on-the-job training, guidance, and assistance to less experienced staff.
• Create efficiencies to enhance support of customer environments.
• Take responsibility for technical aspects of solutions such as bid responses, product briefings, projects, proof-of-concept management, and training of Datacom support staff.
• Build customer environments using Microsoft Endpoint Manager (Intune) and SOTI.
• Configure Apple Business Manager (VPP and MDM servers).
• Follow best practice methodologies and ITIL processes (e.g. change, release).
• Identify and escale perceived poor practice or inefficiencies.
• Ensure all systems are built to agreed processes and design.
• Provide technical leadership for major incidents.
• Validate and assist in maintaining client risk and issues registers.
• Complete time recording processes.
• Provide governance to implementations and changes affecting iOS, Android, and Google Chrome OS devices.
• Provide device support for incidents, problems, change requests and improvement initiatives.
• Document risks and issues, including product lifecycle, support, licensing.
• Assist with and drive shift left initiatives.
• Daily checks and monitoring.
• Monthly reports with data analysis.
• Documentation of systems and services.
• Provide updates to support and problem management records.
• Keep tickets updated with detailed descriptions.
• Efficient use of call management system.

Customer Satisfaction

• Timely responses to customer queries.
• Professional verbal and written communication.
• Attendance and active participation in meetings.
• Follow-up on action items assigned during meetings.

Team Engagement

• Be an effective ambassador for Datacom, behaving consistently with Company Values.
• Develop effective relationships with team members.
• Liaise directly with teammates, clients, or third parties.
• Demonstrate proactive ownership of issues and effective communication of resolutions.
• Work after hours when required.
• Share knowledge, experience, and ideas to build team competence.
• Provide constructive feedback to improve team and corporate capability.
• Communicate openly and honestly at all levels and be accountable for performance.
• Support the wider Intelligent Workspace group where possible.
• Adhere to Datacom Delivery Methodologies.
• Ensure project design principles result in improvements, efficiencies, or cost reductions.
• Deliver projects on time and within budget.
• Complete project activities independently or with guidance.
• Collaborate with customers to deliver outcomes.
• Identify project opportunities and contribute to the service improvement register.
• Deliver tasks accurately, efficiently, and with minimal rework.
• Contribute to project reporting promptly.
• Complete time sheeting for daily activities.
• Maintain workload forecasts during project engagement.
• Manage workloads for warm handover to BAU.
• Maintain relevant industry or professional certifications.
• Provide feedback on development needs of the team.

What You’ll Bring

You will have 5 years' IT industry experience, preferably within an IT managed service provider, with approximately 2 years’ experience in a mobility role. You will possess excellent knowledge of iOS, Android, networking, TCP/IP, AD, DHCP, DNS, and enterprise applications, along with administration skills in SOTI, Google Admin, and Microsoft Intune. You will bring exceptional troubleshooting, customer service, communication, and prioritisation skills and will be comfortable working autonomously.

Benefits

• Role is a fixed-term contract until January 2027.