Job Vacancies at Mimecast

• In this role you will be responsible for initial inbound customer case handling via both email and phone alongside the Customer Support Team. The overall team is tasked with triage of inbound customer calls in addition to customer email cases in alignment with their skillset. As required, cases will be escalated or passed along to other teams, including the Customer Support Team and the Escalation Team. You will be responsible for team oversight, case handling and team mentorship.

You'll need:

• Previous experience of working with MimeOS and knowledge of platform functionality.
• Previous experience and understanding on working with mail servers (I.e., Exchange/O365), Networking, DNS, and Active Directory.
• An emphasis on customer satisfaction and the ability to remain calm under pressure.
• Proven experience in managing a customer support team.
• Strong leadership skills with the ability to coach and motivate team members.
• Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time.
• Demonstrated leadership skills in fast paced, highly dynamic situations.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.

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• We are looking for a high performing Senior Customer Support Engineers to join its global customer support team, 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.

You will be required to all be available for standby in rotating shifts as rostered.

• As a Senior Support Engineer, you will be responsible for supporting customers and your Mimecast coworkers with advanced and complex questions regarding the Mimecast platform and the products we interact with. You should be comfortable with Microsoft Exchange, Active Directory, other e-mail related systems, have an interest in our API, as well as advanced networking fundamentals. You will need an excellent understanding of TCP/IP networking and internetworking, messaging technologies and messaging security technologies

You'll need:

• Deep understanding of internet fundamentals, network routing, email flow and security
• Significant experience with implementing and maintaining Microsoft Exchange and Active Directory, including functionality like group policy domain and forest trusts, and FSMO roles.
• Knowledge and understanding of API integrations.
• Experience providing technical support to IT Administrators
• Excellent written and telephone communication skills.
• Effective problem resolution and troubleshooting /root cause analyses
• Excellent time management
• MCSE, MCTS, MCITP qualification or equivalent is essential
• Azure Fundaments Beneficial
• Office 365 certifications 
• CompTIA Security+ (SY0-601) Certification beneficial 
• Cybersecurity Beneficial