SOE Engineer
Datacom, Australia
Job Description
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.
About the Role
The Endpoint Engineering team assists companies by supporting their environments day to day and recommending best practises to follow and implement. The team designs, builds, supports, and continuously improves end user solutions end to end, enabling our customers to transform their business and modernise their end user experience. You will problem-solve technical issues for customers to show how these products can make businesses more productive, collaborative, and innovative. As a SOE Engineer you will manage the day-to-day operations of the Customers endpoint systems with minimal direction and engage in project work when they arise. You will have a key focus on ensuring an exceptional customer experience to Datacom’s endpoint customer base.
We place a high degree of focus on developing our staff internally and offer financial incentives for engineers that certify in the technologies we use to support our customers.
This role is open in all our Datacom offices in Australia (Adelaide, Canberra, Brisbane, Melbourne, and Sydney).
Please note for this role you would need to be an AU Citizen with Baseline Clearance. (NV1 is highly desirable in this role).
What you will do
As a SOE Engineer, you will be responsible, but not limited to:
- 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).
- Package desktop applications and configure them for streamlined deployment
- Perform upgrades on applicable hardware and operating systems as required/requested
- Contribute with the identification and implementation of shift left initiatives and automation opportunities
- Provide maintenance and enhancements of deployed desktop operating system images (physical and virtual)
- Maintenance and enhancements of environment wide configurations including user policies, device policies, security policies, firmware, drivers, and automation scripts through enterprise grade endpoint management platforms (Intune/SCCM, Workspace One, BigFix, Jamf, Ivanti)
- Provide guidance and mentoring to lessor experienced Datacom staff to ensure overall competence and growth in the company continually improves
- Assume the role of technical leader or design engineer in deployment/refresh projects as required.
- Implement and follow best practice methodologies and contribute support adhering to ITIL framework and processes (incident/problem/change/release/knowledge/SLAs)
- Response to, and resolution of, Windows Desktop and macOS based incidents and requests, which are:
- affecting all Users or a large group of Users; or
- complex issues escalated from level 1 and level 2 support teams
- Platform upgrades of applicable on-premises backend end user systems such as SCCM, Ivanti, etc
- Apply Security hardening for endpoints complying with Zero Trust and Essential 8 standards
- 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.
- Provide continuous high-quality upkeep of supporting documentation such as Designs, As-Builts, How-Tos, environment reporting, risk registers, tickets, and roadmap lifecycles
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