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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...
About the job
Overview
The MS -Support Engineer at Mimecast is part of the new Managed Services department. The department is focused on offering dedicated services for key Mimecast features.
Are you...
Looking to help solve problems, in a fast-paced, cutting edge technology environment?
Someone that wants to work with customers?
Always thriving to improve everything you do?
Someone who takes pride in scaling things up?
Excited by the idea of making Mimecast even faster, more reliable, and more available?
If this sounds like you, then please read on...
The ideal candidate must be a self-motivated, strong team player with a proven track record of success in customer service. A strong work ethic is vital in this competitive market place.
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; one of the key aspects is the hunger and passion to develop further.
An inquisitive minded individual; learning to understand
Adaptable and flexible;
Neat and presentable;
Structured
Responsibilities
Key Responsibilities:
Autonomously analyze events and identify security threats and scams using the Mimecast and 3rd party tools.
Maintain and present to customer weekly\monthly 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.
Participate in an on-call rotation in order to provide 24/7 reponse to critical security alerts
Monitor Customer features and provide details back to the customer
Escalation and tracking of issues raised with the Mimecast Support Team Escalation and tracking of feature requests raised with Mimecast Product Development
Engage with cross functional teams to meet customer needs.
Provide periodic updates to Customer Support Manager potential issues, and opportunities for improved efficiency.
Monitor relevant Slack channels and take appropriate actions
Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser.
Essential Skills And Experience
Within this corporate IT environment, you will be required to have:
Knowledge of the following Internet architecture:
DNS, WHOIS, domains registration, website hosting
Knowledge of the SMTP protocol and understanding of the following email systems:
Office 365, Exchange, Gsuite, Domino
Positive approach and ability to empathise
Knowledge of email anti-spam and anti-virus solutions.
Strong IT technical skills specifically in operating systems, desktop deployment, system administration and/or technical architecture
Ability to learn quickly
Comfortable with developing deliverables using MS Office products such as Word, PowerPoint, Excel, and Visio
Excellent communications and interpersonal skills, including ability to interact and communicate with all levels of personnel, internally and externally. An emphasis on customer satisfaction and the ability to remain calm under pressure.
Ability to successfully articulate technical solutions
Qualifications
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
Please note that only candidates with the required skills and experience should apply.
If you do not have a response from us within 2 weeks of your application, please deem your application unsuccessful. We wish you all the best in your career search.
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