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January

Customer Support Engineer

Mimecast - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Overview

Mimecast is a renowned leader in the cyber security space, providing over 33 thousand customers worldwide a cloud-based platform to make email safer, restore trust & support a comprehensive cyber resilience strategy. From email & web security, archiving & overall data protection to next generation user awareness training, Mimecast helps businesses stand strong in the face of cyber attacks.

At Mimecast, you make the difference! With over 1,300+ Mimecasters across 12 global offices, protecting over 421 million emails per day, we’re positioned to continue leading the transformation of cyber resiliency & want your expertise, talent & innovation to help make this happen!

To support our growth here at Mimecast Australia and continue our 98% customer retention rate we are growing our Technical Support team and on the look out for an Engineer with excellent customer service and IT support skills to join our growing team. Working as part of the Service Delivery Team you will be the first point of contact for our valued global customer's technical queries. No day is the same in this critical role as your customer base is worldwide, using our Follow the Sun model.

Responsibilities

  • Providing telephone and email based support
  • Implementing customers to use the Mimecast service & applications
  • 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
As the successful candidate, your ability to troubleshoot and your SaaS, Exchange and Cloud experience will ensure your confidence in articulating the best practice and functions of Mimecast's industry leading solutions. You will have a desire to learn and grow with a business while being a natural problem solver.

Mimecast can offer you an amazing platform for professional growth in a dynamic and innovative environment which does not stand still for very long. To widen your skill set and foster a long term career within a global business you will also become Mimecast Certified Technical Specialist (MCT).

Qualifications
  • Experience of providing technical support to SMB and Enterprise Administrators
  • Knowledge and understanding of Microsoft Exchange 2003, 2007, 2010 and 2013
  • Experience with Microsoft Active Directory
  • Experience with email anti-spam and anti-virus solutions.
  • Experience with the SMTP protocol and mail routing in general
  • Good level of technical troubleshooting skills
  • Strong customer service and communication skills
Mimecast also offers:
  • Free leave days (between Christmas and New Year)
  • Internal skills development program with a comprehensive individual induction plan
  • Internal Events – quarterly team builds, family day, end of financial year events
  • 16 weeks paid maternity leave and 4 weeks paid paternity leave
  • Health Insurance
  • An Employee Well-being program
  • A young and dynamic culture within a fast paced progressive Technology Company that is really going somewhere
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Mimecast