Jobs at Mimecast

Responsibilities

• The ideal candidate must be a self-motivated and a strong team player. Successful candidates will thrive in a fast paced and agile environment that is regularly evolving.

Key Responsibilities

• Help to develop global standards, process improvements and promote best practices
• Create full sets of documentation around projects and work. Define workflow and communication systems for Hardware troubleshoot activities.
• Troubleshooting/Fixing Hardware issues on various Enterprise (Blades / Storage / white label) Servers
• Provide cross-functional communication with other Technical Operations groups
• Participating in Conference Calls/Meetings with Vendors/Suppliers/Other Team Members on a Regular Basis
• Work closely with other Data Center Engineers worldwide
• Manage Enterprise servers distributed Globally in DataCentres around the world
• Respond to Off-hour Emergency calls and Work on Weekends in case of Emergency
• Involving in Provisioning/Deploying OS on servers
• Assist in tracking issues and keeping Mimecast servers alive and serving all the time
• Send Day-to-Day reports to team on the Hardware monitoring

Essential Skills And Experience

• Basic Knowledge of Linux and Windows Operating Systems
• Knowledge of Microsoft Office (Especially Word and Excel)
• Strong Knowledge of Computer hardware
• Strong experience in Fixing Hardware issues/faults on various Enterprise level Servers
• Sound knowledge of JIRA / equivalent ticketing system
• Good experience on installing various Operating Systems (Linux and Windows)
• Responding to requests from different internal teams, ensuring an efficient response and resolution details
• Ensure that assigned tickets are managed effectively and root cause, problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents
• A keen problem solver who can use their experience and analytical skills to troubleshoot common customer intelligent hands (aka remote hands & eyes) requests (hardware faults, connectivity loss, power issues)
• Strong Verbal and Communication Skills
• Ability to prioritize in complex, fast-paced environment
• Able to work in Noisy environment like Datacenter
• Participate in an on-call rotation to address incidents
• Good understanding of BIOS, BMC, out-of-band/lights-out server communication methods, such as IPMI and serial console.
• Analysing Information, Technical Understanding, Innovation, Quality Focus
• Good experience on handling Firmware management for all hardware components
• Previous experience in this industry (Ideally 4 years but not limited to)
• Able to lift and / or move equipment up to 49 lbs. Participate in group lifts for 50 lbs or more (if needed)
• Candidate must be flexible in visiting DataCenter(s) worldwide

Qualifications
Desirable Skills:

• Knowledgeable in Data Centre best practices (i.e. basic fault tolerance, cable routing, etc.)
• Experience working with heterogeneous server/network hardware failures and Linux OS / Junos
• Experience in data centre hardware deployments and building scaling infrastructure
• Ability to adapt and to drive changing demands and conditions
• Maintain effectiveness in the face of setbacks or pressure
• A+ certification

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About The Role
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

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

• 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.