Customer Support Engineer at Mimecast

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