Customer Support Engineer at Mimecast

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. 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.

Responsibilities
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)
• 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

Qualifications
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