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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 t...
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.
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 shift pattern
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
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