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  • Posted: Mar 17, 2020
    Deadline: Not specified
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  • Mimecast’s mission is to make business email and data safer for more than 16,200 customers and millions of employees worldwide. Founded in 2003, Mimecast's cloud-based security, email archiving and email continuity services protect and deliver comprehensive low-risk email management with a fully-integrated subscription service. Mimecast helps reduces the c...
    Read more about this company

     

    Customer Support Engineer

    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

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Mimecast on careers-mimecast.icims.com to apply

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