The Technical Support Engineer plays an integral part in our Customer Experience. Delivering L1 support to Mimecast customers, we need individuals who are IT experts, love to solve problems and are able to do this with the customer’s experience at the forefront of their minds.
About the role
Mimecast South Africa requires high performing Customer Support Engineers to join its global service desk or Global Network Operations Centre (GNOC), 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.
This requires all GNOC staff to be available for standby in rotating shifts as rostered.
The successful candidates will have an excellent understanding of TCP/IP networking and internetworking, messaging technologies and messaging security technologies.
The Service Delivery Department is a fast paced and highly demanding environment. Candidates must be self-motivated and dynamic individuals who are able to work under pressure with limited instruction and direction.
Responsibilities
- Telephonic technical support case troubleshooting and resolution (accurately and fast)
- Escalation of cases and customer feedback (where required)
- Assist clients with the use of the Mimecast services and ensure best practice configuration
- Assist clients on the entire ingestion process including advising them on best practice guidelines for data preparation and updating them on the ingestion status
- Train clients and partners via online training methods
- Tracking and management of client trials.
- Support international clients outside business hours
- Escalation and follow-ups of technical issues
- Create FAQ’s and customer help documentation
- Contribute and post responses on the Community
- Implementing customers to use the Mimecast service applications
Who we are looking for:
The Technical Support Engineer needs to be a naturally enthusiastic customer service orientated IT engineer who is looking for a role that places them at the forefront of cutting edge, cloud technology and innovation with an established solution set.
We are looking for someone who is a self-driven, positive person who thrives in a demanding and fast paced team environment. The successful candidate will be able to handle pressure by demonstrating the ability to work though complex cases quickly, accurately, autonomously and to the customers immediate satisfaction.
For this role we are looking for an exceptional customer focused person with excellent IT Support skills. The engineer will provide support to the South African client base, as well as assist with global calls using our Follow the Sun model.
Personal Characteristics:
- Energetic;
- Passionate about Technology;
- Able to work collaboratively within a team environment, whilst driving specific objectives individually;
- Driven for success;
- Adaptable and flexible;
- Neat and presentable;
- Structured
Requirements
- MCSE, MCTS, MCITP qualification or equivalent is essential
Essential Skills and Experience:
Within this corporate IT environment you will be required to have:
- In depth TCP/IP Networking and internetworking knowledge
- Knowledge and understanding of Microsoft Exchange 2003, 2007, 2010 and 2013 and/or other mainstream messaging collaboration platforms (Sendmail, Exim, Postfix, Domino or Groupwise)
- Server, network, and enterprise applications and/or systems integration experience
- Must be fluent in English and able to articulate technical issues clearly over the phone and in writing.
- A culture of service excellence and problem ownership
- Effective problem resolution and troubleshooting /root cause analyses skills and experience.
- A PASSION for excellent service and support!
- Experience of providing technical support to SMB and Enterprise Administrators
- Experience with Microsoft Active Directory
- Experience with email anti-spam and anti-virus solutions.
- Experience with the SMTP protocol and mail routing in general
- A background in technology and service operations
- Ability to establish and maintain effective working relationships with cross-functional teams
- Extremely strong organisational and time management skills