Application Packager

4 days ago

Canberra, Australia Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
Datacom is successful when our people are successful. So, we provide an open, friendly environment that offers career growth, challenges, and generous rewards. We strive to develop a culture that encourages interaction and promotes social activity. We work hard but we also know how to have fun. We believe future success is dependent upon our commitment to hiring great talent and enabling them to achieve success through a supportive environment and by providing career development opportunities.
About the Role
This role will be providing key packaging services to one of our largest customers. As part of a broader team, you will be responding to contracted and project requests.
Please note that due to customer requirements, this role requires Australian Citizenship preferably with a Government Security Baseline Clearance (or NV1 if possible).
What you will do
**As an Applications Packager you will**:

- Software packaging and repackaging. This will cover from discovery through to deployment support
- Package based on BAU tickets as well as project
- 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 to customers and colleagues
- Operate in, and contribute to the winning culture of a high performing team
- Identify service improvements, efficiencies and/or cost reductions for Datacom customers
- Follow best practice methodologies and adhere to recognised ITIL processes (e.g., change/release).
- Provide guidance and mentoring to lessor experienced Datacom staff to ensure overall competence and growth in the company continually improves
- Take responsibility and accountability 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.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
**What you’ll bring**:
You will have 5 years’ IT industry experience, preferably within an IT managed service provider, with approximately 3 years’ experience in a similar Application Packaging role. You will have exceptional knowledge of packaging tools, InstallShield, PACE etc. You will possess exceptional knowledge of Windows 10, 11 and MacOS operating systems. You will have knowledgeable skills in endpoint management platforms, System Centre Configuration Manager, Intune, VMware Workspace ONE and Jamf.
You will bring exceptional troubleshooting, customer service, communication, and prioritisation skills; and will be comfortable and able to work autonomously with mínimal supervision. You will be comfortable with rapid change and be available to travel to Datacom, customer sites and conferences when required.
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
- Follow-up on assigned action items assigned during meetings

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 Company Values
- Develop effective working relationships with other members of the team to ensure the best team outcome
- Consult directly with team members, client or other third parties to obtain required information or decisions
- Demonstrate initiative-taking 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 and culture
- Provide constructive feedback to improve team and corporate capability
- Initiative-taking 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
- Ensure project design principals result in service improvements, efficiencies and/or cost reductions for the customer/Datacom post implementation
- Successful and responsive project deliv

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