Technical Support Engineer L1

Summary about this job

Detail information about job Technical Support Engineer L1. Terms and conditions vacancy

As someone working in the SaaS and Cloud industry you will already know that Mimecast is a global leader in unified email management, offering cloud services for email security, continuity and archiving emails. What you may not know is that we are in a huge state of growth and looking for key players to help propel our global business in the APAC region. Even as we've grown from a 2-man start-up to a global business of 1100 people we've managed to maintain a culture which is the perfect blend of ambition, unity, innovation and trust where ultimately the customer experience is paramount.

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.

Key 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 trouble shoot 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). 

The ideal candidate for the Mimecast team will demonstrate the following attributes:

• 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

So why not join us?! 

Mimecast offers: 

• Free leave days (between Christmas and New Year)
• Internal skills development program with a comprehensive individual induction plan
• Internal Events – quarterly team builds, monthly drinks, family day, end of financial year events
• An Employee Wellbeing program with EAP, annual flu shots and monthly activities
• Fully stock 'healthy' fridge as well as the mandatory 'drinks' fridge – a keg in our Melbourne office just arrived!
• 16 weeks paid Maternity leave and 4 weeks paid paternity leave 
• Brand new Melbourne office space to promote a collaborative team environment with a spot of table tennis in the afternoons
• A fun and dynamic culture within a fast paced progressive Technology Company that is really going somewhere

*previous applicants need not apply.