IT Graduate (Managed Services Graduate) at Mimecast

Overview

Commencing in April 2022 and extending 12 months, the Mimecast Graduate Program aims to provide young and talented graduates with an opportunity to receive the best start in their careers in one of the most progressive Cloud technology companies in the country.  
We are looking for an ambitious, go-getter, who wants to hit the ground running and learn the ins and outs of their prospective future careers by giving them a hand’s on approach.  With 10% of our work force being part of our Graduate Program, this is a great opportunity to develop yourself with scarce skills in the world of Technology!

During the course of the 12 month program you will focus initially on core skills training to develop the personal and professional skills needed to establish yourself within the Mimecast community.  Thereafter, you will progress into the relevant division in which you have been appointed, where you will have a dedicated mentor, ready to guide you in your first year of work.

This graduate program position involves being a part of our Managed Services team as a graduate engineer.

As a Mimecast Managed Services Engineer, you will be working with our customers in a post-sales environment, delivering an excellent level of managed services to customers focused on key areas of the Mimecast  product suite.
You will work with customers of varying sizes and you can expect to be working with customers from across the globe.

You will continuously work with customers to support and optimise the Mimecast products to a high standard to achieve the best customer satisfaction scores. While supporting customers, engage with various internal Mimecast teams to ensure that technical challenges are handled quickly and appropriately. 

The successful candidate will be an enthusiastic and professional individual with in-depth technical abilities as well as commercial acumen and relationship building skills for both internal and external application.

This role will be based in our office in Johannesburg, South Africa but will report into our Professional Services team and support our customers globally. To enable Mimecast to best serve all our customers, this role will require you to work as part of a shift pattern.

Requirements

Key Responsibilities:

• Autonomously analyse events and identify security threats and scams using the Mimecast and 3rd party tools

• Maintain and present to customer regularly scheduled reports

• Maintaining and building up valuable and long-lasting customer relationships

• Handle cases and phone calls as appropriate

• Act as a primary contact for the customer with support questions of for products in the scope of Mimecast managed services

• Monitor Customer features and provide details back to the customer

• Escalation and tracking of issues raised within Mimecast and tracking of feature requests raised with Mimecast Product Development

• Engage with cross functional teams to meet customer needs

• Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser

• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff

• Cover our customers globally between the hours of 6am – 10pm as part of a regular 8 hour working shift pattern

Why Mimecast?

Essential Skills and Experience:

• Experience managing customer facing implementations of 3rd party SaaS and IT services

• Experience with Microsoft, Google Apps or other email platforms

• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery

• Experience with Microsoft Exchange and Active Directory or other email platforms

• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner

• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting

• Experience of working with globally diverse customers advantageous

Qualifications:

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

• Cybersecurity experience is a plus but not a requirement

• Knowledge of email authentication techniques as SPF, DKIM and DMARC

• Experience with the general IT administration and support of Microsoft Exchange, Lotus Notes Domino or other e-mail systems

Essential Personal Characteristics:

• Able to work collaboratively within a team environment, whilst driving specific objectives individually

• Energetic, customer centric, eager to please and friendly

• Structured with great attention to detail

• Driven for success and ambitious

• Adaptable and flexible

• Pragmatic and tenacious

• Goal and solutions orientated

• Passionate about Technology

• Passionate about learning and self-development

• Resilient, adaptable and flexible

• Well spoken, professional and presentable