Mimecast: Customer Support Engineer

Not many people can say that they work for a business that has achieved such staggering year on year growth as well as so many prestigious industry awards which highlight and recognize this growth as well as Mimecasts’ stability and forward thinking approach to email. Some of our awards include being listed as the Highest Market Share Growth Archiving Vendor by the world’s leading information technology research and advisory company, Gartner, Messaging Product of the Year for 2012, a ranking of 20^th and 7^th in the 2012 and 2011 Fastest Growing Technology Company in the UK and recognized again as a leader in the UK tech sector for the fourth consecutive year in the Deloitte Technology Fast 50 ranking. As well as Microsoft Gold Partner status for the 6^th year in a row. We also thought you would like to know that Mimecast appeared on the Tech Track 100 country’s fastest growing technology firms, securing 79th place with a 47% growth–Mimecast has also been listed this year as the 12th largest firm (we have been ranked for four consecutive years now.) With local office presence in Johannesburg, Cape Town, London, Boston, San Francisco, Chicago, Dallas and an office in Melbourne, Mimecast is a truly multinational business with a wide array of opportunities for the right people. Check out our website to find out about the other major industry awards Mimecast has achieved to date.

 

We understand that success is built on our people and therefore we take hiring very seriously. Only people that represent our passion, energy and commitment to the big picture will be considered for a rare spot in this company that is genuinely going somewhere and fast.

 

To ensure continued accelerated growth we are looking for brilliant people to join our super charged Team where your energy and commitment will have a direct effect on your own value creation. To be successful you need to be excited by the opportunity to apply your progressive knowledge and thinking as well as by the opportunity to continually stretch and learn. You will not be ‘a number’ so with that comes greater responsibility and commitment. Be ready to operate at full capacity!

Check out our website for further information about Mimecast and the other job opportunities available.

Mandate

The Technical Support Engineer plays an integral part in our Customer Experience. Delivering L1 support to Mimecast customers, we need individuals who are IT experts, love to solve problems and are able to do this with the customer’s experience at the forefront of their minds.

About the role

Mimecast South Africa requires high performing Customer Support Engineers to join its global service desk or Global Network Operations Centre (GNOC), from which all support, customer services and technical operations monitoring takes place. The South African GNOC services the SA, UK and US regions 24/7.

This requires all GNOC staff to be available for standby in rotating shifts as rostered.

The successful candidates will have an excellent understanding of TCP/IP networking and internetworking, messaging technologies and messaging security technologies.

The Service Delivery Department is a fast paced and highly demanding environment. Candidates must be self-motivated and dynamic individuals who are able to work under pressure with limited instruction and direction.

 

Who we are looking for:

The Technical Support Engineer needs to be a naturally enthusiastic customer service orientated IT engineer who is looking for a role that places them at the forefront of cutting edge, cloud technology and innovation with an established solution set.

We are looking for someone who is a self-driven, positive person who thrives in a demanding and fast paced team environment. The successful candidate will be able to handle pressure by demonstrating the ability to work though complex cases quickly, accurately, autonomously and to the customers immediate satisfaction.

For this role we are looking for an exceptional customer focused person with excellent IT Support skills. The engineer will provide support to the South African client base, as well as assist with global calls using our Follow the Sun model.

Key Responsibilities:

• Telephonic technical support case troubleshooting and resolution (accurately and fast)

• Escalation of cases and customer feedback (where required)

• Assist clients with the use of the Mimecast services and ensure best practice configuration

• Assist clients on the entire ingestion process including advising them on best practice guidelines for data preparation and updating them on the ingestion status

• Train clients and partners via online training methods

• Tracking and management of client trials.

• Support international clients outside business hours

• Escalation and follow-ups of technical issues

• Create FAQ’s and customer help documentation

• Contribute and post responses on the Community

• Implementing customers to use the Mimecast service & applications

Essential Skills and Experience:

Within this corporate IT environment you will be required to have:

• In depth TCP/IP Networking and internetworking knowledge

• Knowledge and understanding of Microsoft Exchange 2003, 2007, 2010 and 2013 and/or other mainstream messaging & collaboration platforms (Sendmail, Exim, Postfix, Domino or Groupwise)

• Server, network, and enterprise applications and/or systems integration experience

• Must be fluent in English and able to articulate technical issues clearly over the phone and in writing.

• A culture of service excellence and problem ownership

• Effective problem resolution and troubleshooting /root cause analyses skills and experience.

• A passion for excellent service and support!

• Experience of providing technical support to SMB and Enterprise Administrators

• Experience with Microsoft Active Directory

• Experience with email anti-spam and anti-virus solutions.

• Experience with the SMTP protocol and mail routing in general

• A background in technology and service operations

• Ability to establish and maintain effective working relationships with cross-functional teams

• Extremely strong organisational and time management skills

Qualifications:

• MCSE, MCTS, MCITP qualification or equivalent is essential

Personal Characteristics:

• Energetic

• Passionate about Technology;

• Able to work collaboratively within a team environment, whilst driving specific objectives individually;

• Driven for success;

• Adaptable and flexible;

• Neat and presentable;

Please note that only candidates with the required skills and experience should apply.

If you do not have a response from us within 2 weeks of your application, please deem your application unsuccessful. We wish you all the best in your career search.