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Technical Account Manager

Datacom - Canberra, ACT

Source: uWorkin


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

You will maintain the practice of customer centric behaviours, processes and technologies across the Networks LOB to ensure Customers are at the heart of everything Datacom does.

What you’ll do

Contribute to a Customer Experience Strategy

  • Ensure services align to and meet customer expectations, in accordance with contractual and service agreements
  • Continually review current systems and processes
  • Implement continuous improvement strategies
  • Develop and act on strategies to remediate technical debt
Service delivery performance
  • Understand customer environments and Datacom’s contractual obligations
  • Assess if Datacom and the customer are both meeting their contractual obligations
  • Generate remediation plans as required
Technical Responsibilities
  • Assess Technical team skill sets against current and upcoming technologies:
  • Act as a liaison between Datacom network technical teams and Datacom management during high priority incidents
  • Review customer requirements to determine appropriate handling and categorisation of new requests and differentiate between project work and contract inclusions
What you’ll bring

  • Good Knowledge of industry standards and government regulations relevant to data communications / networking
  • Extensive experience and specialist skills in the configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies.
  • Excellent written and oral communication skills coupled with customer service
  • Proven analytical and troubleshooting skills.
  • Strong understanding of emerging technologies in the communications sphere and their potential commercial application.
  • Advanced operational knowledge of networking systems
  • Intermediate project management skills and an ability to prioritise multiple tasks
  • 5 - 7 years of commercial experience in IT/Network Engineering coupled with professional qualifications in Computer Science or Electronics Engineering.
The Nitty Gritty

We have over 6,500 people across our global offices and generate an annual revenue of over NZ $1.4 billion annually. This makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients and Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds to serve those clients. We are local at heart, yet world-class in capability.