Applications Packager

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 and an active Baseline Clearance

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.

Additionally, the role will also require some leadership/ 2IC functions

• Provide technical leadership to 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 system queues is managed effectively and accordance with customer SLAs

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:

• 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 operating systems
• Skilled in endpoint management platforms including SCCM (System Center Configuration Manager), 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 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 delivery within schedule and budget estimates
• Assigned project activities are completed un-supervised or under guidance of the Project Manager if assigned
• Close collaboration with customers to ensure delivery of project outcomes
• Identify improvements/project opportunities within new accounts and/or contribute to the Service Improvement register for existing clients
• Accurate and efficient delivery of project tasks minimising re-work
• Accurate and timely contribution to project reporting
• Accurate and timely completion of time sheeting for daily activities
• Up-to-Date utilisation forecasts based on assigned work are maintained
• Assisting pre-sales with scoping of project engagements in customer environments
• Managing workloads to allow warm handover to BAU when required for project engagements

Training and Development

• Commitment to continuous personal development by demonstrating:

• Development, maintenance, and execution of initiatives in alignment with a personal development plan

• Attain and/or maintain relevant industry or professional certification(s)
• Provide constructive feedback on the development needs of the team

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.

If you would like to know more and this sounds like you.Please apply online today