Technical Account Manager

Our why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the role (your why)
Our Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the customer to meet their business requirements. You will have the opportunity to use your excellent technical knowledge and passion for working with people; along with your business nouse and understanding of the best options for our clients moving forwards. You can be proactive, innovative and look at ways to improve people’s lives through technology.
The role of the Technical Account Manager (TAM) is to provide technical oversight of the customer’s managed services IT environment and guide both our technical teams and the customer to deliver successful outcomes for that environment. The TAM is accountable for Datacom’s technical understanding of the environment, driving proactive technical improvements, acting as a bridge between Datacom and customer technical staff, and ensuring technical requirements for contract obligations are met.
This role will be based in Melbourne. Please note to be eligible for this role you must be an Australian Citizen and able to obtain an AGSVA Baseline clearance.
What you’ll do
At the moment, as Technical Account Manager you will be focused on:

- Ensuring Datacom has an accurate technical understanding of the customer’s environment and how it maps to the customer’s business processes and requirements.
- Proactively drive technical improvements to the customer’s environment through new and existing technologies.
- Developing and maintaining strong technical relationships with Datacom & customer technical teams, and play an active role in escalated tickets, CAB, major incidents, and project handover to operations.
- Ensuring technical requirements for Datacom service levels and contract obligations are met, such as monitoring, capacity management, disaster recovery and any calendar of events or milestones.
- The technical services supplied by Datacom are seamless to the customer.
- Being a trusted advisor to the customer for the environment and understands the interdependencies of interfacing services with other service providers or technical teams.

What you’ll bring
This is an excellent senior opportunity and as such, we are looking for someone with at least 3 years’ experience in a senior technical role and a minimum of five years’ experience maintaining and troubleshooting large and complex environments.
You will have a proven track record in building and developing effective client relationships. With exceptional knowledge of Microsoft Operating Systems (Server & Desktop), Microsoft Windows Server Roles, Linux based systems, Microsoft Exchange Server and Virtualisation Technologies (VMware, XenServer, Hyper-V, Nutanix).
Ideally you will have had exposure to and understanding of ITIL disciplines, be able to operate under limited direction and will have excellent time-management and organisational skills. Your ability to facilitate technical discussions and coordinate troubleshooting efforts will be second to none.
You will be able to develop and document procedures for technical support processes and communicate and work effectively with staff in all levels of the organisation.
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.