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

The Nitty Gritty

Datacom is Australasia's largest homegrown technology services business of over 6500 people, from humble beginnings as a small family business, we have enjoyed healthy, organic, and sustainable growth to become a large multinational, that proudly holds on to our ‘small family business feel.

We have extensive expertise in operating data centers, providing 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 Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability

At the center of our vision and values are people: our people. We are guided by what is best for our staff, our customers, and our communities.

Growing to dominate the New Zealand government and corporate IT market, we expanded into the Philippines, Malaysia, and Australia in the mid-90s and have been growing in those regions ever since.

Do you have what it takes to help us grow? This is your chance to be part of something new, getting on from the ‘ground floor’ and benefiting from all the up-side of a ‘start-up’ initiative with the security of a large multinational (and yet none of the downside)

About the Role (your why)

The Application Support Analyst role is responsible for second and third level support and maintenance of managed Datacom client applications through its lifecycle. This role includes day-to-day incident and problem management across multiple clients in the Application Management team. The Application Support Analyst will communicate with the client, and the internal Application management teams within the specified timeframe that meets specifications and/or SLAs. This role ensures all work aligns to Datacom's standards and guidelines.

What you’ll do

The Application Support Analyst is responsible for (but not limited to):

• Applications management – Day to day incident, request and problem management across multiple clients.
• Supporting and engaging both Datacom application support teams and required 3rdparties/vendor to achieve contracted service outcomes.
• Change Management – Facilitating and coordinating 3rd party/vendor Change activities
• Monitoring support issues and project deliverables against agreed SLA’s and/or milestone dates.
• Utilising detailed and specific domain knowledge to provide a 24*7 support environment Inclusion in an “on-call” roster for after-hours support.
• Proactively identifying improvements and managing proactive tasks.
• Supporting service transitions into support, with assessments, documentation review and
• Contributing to projects/enhancements for the supported Applications. May be required to support any phase i.e., business analysis, testing or development.
• Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reports all incidents, hazards or unsafe work practices as per Datacom policy.

Requirements

Required experience:

• 3 - 5 years of experience in information technology, systems support, systems integration or consulting
• Strong experience in application support, incident management and problem management environments
• Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly
• Experience working with customers, stakeholders and third-party vendors in a support environment
• Strong analytical, problem-solving and organisational skills
• Excellent written and verbal communication skills with both technical and non-technical audiences
• Ability to manage competing priorities and work across diverse technologies and client environments
• Strong customer service and relationship management skills
  bachelor’s degree in computer science, Technology or a related discipline

Nice to have:

• Experience working within a Tier 2 Service Provider environment
• Understanding or exposure to ITIL frameworks and processes
• ITIL Foundation certification or relevant IT certifications
• Experience in Help Desk or Service Desk customer support environments
• Previous vendor management experience
• Customer service training or qualifications
• Experience in Construction industry/applications is preferred

Benefits

Benefits

Our office is at BGC Taguig and we have hybrid work setup (Twice a week) and we promote Work-Life balance, and an APAC focus means no graveyard shifts!

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment

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, 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.