Associate Engineer at Mimecast

Overview
Associate Engineer
If you are interested in accelerating your career in an IT company that is making a real impact and you can troubleshoot problems telephonically (without remote access) this job is for you.

About Mimecast
Founded in 2003 in London by Peter Bauer and Neil Murray, Mimecast is a Nasdaq Listed business with 10 offices around the globe including Johannesburg, Cape Town, London, Boston, San Francisco, Jersey, Chicago, Dallas and Melbourne. Mimecast is a truly multinational business with a wide array of opportunities for the right people.

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. We've worked hard to thoughtfully build great products that truly address critical business needs. And we're proud to be recognized by thought leaders in the technology community for all that we've accomplished. Some of our awards include being awarded the Network Security Award At Computing Vendor Excellence Awards (2016), named Security Vendor Of The Year at The CRN Channel Awards 2015 , ‘Best Customer Service’ in the Excellence Awards section of the 2015 SC Magazine Awards Europe (we were also a finalist in the ‘Best Email Security Solution’ category), and named ‘Cloud Specialist Vendor Of The Year’ at The CRN Channel Awards 2014 , to name a few.

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.

About The Role
Responsibilities
This role is based within the Service Delivery team at Mimecast. We're looking for an exceptional person with a solid technical background and sharp troubleshooting skills to provide support for the Mimecast Platform to IT Administrators.

Are you...

• Looking to help solve problems, in a fast-paced, cutting edge technology environment?
• Someone that wants to work with customers?
• Always thriving to improve everything you do?
• Someone who takes pride in scaling things up?
• Excited by the idea of making Mimecast even faster, more reliable, and more available?

If this sounds like you, then please read on...

The ideal candidate must be a self-motivated, strong team player with a proven track record of success in customer service. A strong work ethic is vital in this competitive market place.

As an Associate Engineer, you will be responsible for supporting customers--specifically, the IT Administrators and key business contacts who implement and use Mimecast in their day-to-day roles.

Who We Are Looking For

• 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;
• Structured
   

Key Responsibilities

• Telephonic technical support case troubleshooting and resolution (accurately and fast)
• Escalation of cases and customer feedback (where required)
• Work with the entire Service Delivery team to provide support to our worldwide customer base
• Triage inbound customer support phone calls and identify those that can be quickly resolved
• Work collaboratively with senior staff to quickly assess and respond to email based support queries prior to escalation
• Maintain detailed case history and escalate issues appropriately
• Work with and provide exceptional support to Mimecast partners and resellers
   

Qualifications
Essential Skills and Experience:

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

• 1 year of customer service experience
• 3 or more years in a technical position in an Information Technology Space
• Excellent verbal and written communication skills that can be used to explain technical concepts to customers.
• Detail oriented individual that enjoys the challenge of a fast-paced environment.
• Be able to identify the value in providing Quality in all their Responses when dealing with customers or colleagues.
• Desire to grow email and networking knowledge and kick-start a career at a cutting-edge SaaS innovator.
• Be able to multi-task and manage their time effectively in a high-performance environment.
   

Qualifications

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential

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.

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