Associate Technical Support Engineer

Mimecast Limited; Johannesburg; On-site; ZAR 320,000 - 380,000; Full time

Job summary

Mimecast Limited is hiring an Associate Technical Support Engineer to join its global support team. You will provide first-line technical support to customers using Mimecast products, respond to queries, troubleshoot issues by phone and email, and help diagnose root causes.

You will maintain ticket records, stay updated on product knowledge, escalate when needed, and contribute to knowledge base articles. A customer-focused attitude and strong communication skills are essential in a fast-paced

Qualifications

• Experience in a customer-focused role.
• Experience in a fast-paced environment.
• Good communication skills over phone and email.
• Self-motivation and team-player mindset.
• Understanding of internet fundamentals, network routing and email delivery.
• Excellent verbal and written communication.

Responsibilities

• Provide first-line technical support to customers using Mimecast products.
• Respond to inquiries via phone or email, with clear explanations.
• Analyze symptoms, diagnose root causes, and implement solutions.
• Escalate complex issues to higher-level support or development teams.
• Document customer interactions and solutions in a ticketing system.
• Stay up to date with product knowledge and new features.
• Provide customers with links to relevant Knowledge Base articles.
• Contribute to refining knowledge base articles, FAQs, and user guides.
• Identify trends and patterns in customer issues, suggesting improvements.

Skills

Customer-focused

Communication skills

Teamwork

Problem-solving

Time management

Adaptability

Continuous learning

Interpersonal skills

Tools

Active Directory

Azure

Google Directory

Job description

Associate Technical Support Engineer — Mimecast

About The Position

• Join Mimecast’s global support team as an Associate Technical Support Engineer, providing first-line technical support to customers using Mimecast products
• Respond to customer queries and troubleshoot technical issues via phone and email
• Identify and resolve customer problems by analyzing symptoms, diagnosing root causes, and implementing best-practice solutions

Key Responsibilities

• Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution
• Respond to customer inquiries and troubleshoot technical issues via phone or email, with clear and concise explanations
• Analyze symptoms, diagnose root causes, and implement solutions using best practices
• Escalate complex technical issues to higher-level support or development teams as needed
• Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system
• Stay up to date with product knowledge and new features to effectively assist customers
• Provide customers with links to relevant Knowledge Base articles
• Contribute to refining knowledge base articles, FAQs, and user guides
• Identify trends and patterns in customer issues, proactively suggesting improvements
• Provide exceptional customer service, maintaining a professional and positive attitude

You Should Have

• Experience in a customer-focused role and a customer-focused attitude
• Experience working in a fast-paced environment
• Good communication skills, both over the phone and via email
• Self-motivation and team player skills
• Experience with administration and support of Active Directory, Azure, or Google Directory (beneficial)
• An understanding of internet fundamentals, network routing, and email delivery
• Excellent verbal and written communication skills, with the ability to explain complex technical topics clearly
• A detail-oriented mindset and genuine enjoyment of technical troubleshooting

Soft Skills & Collaborative Workflow

• Excellent communication skills, both verbal and written, to communicate technical concepts to customers and colleagues
• Strong problem-solving and analytical abilities to quickly diagnose complex technical issues
• A customer-centric approach, with empathy and patience
• Strong teamwork and collaboration skills, working effectively with cross-functional teams and seeking help from seniors when needed
• Strong time management and organizational skills to prioritize multiple customer cases simultaneously
• A positive, professional attitude, even in high-pressure situations
• Adaptability and flexibility in a fast-paced, dynamic support environment
• A continuous learning mindset, staying current with new technologies and industry trends
• Strong interpersonal skills, building rapport and trust with customers and colleagues
• A proactive approach to problem-solving, anticipating customer needs

Qualifications

• IT industry experience and any experience working with customers is advantageous

The base salary range for this position is 320K−380K ZAR plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmitive Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.