Customer Support Engineer at Mimecast

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 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 engineer will provide support to the South African client base, as well as assist with global calls using our Follow the Sun model.
• 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. 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