First‑Line Technical Support Engineer (Associate)

Mimecast South Africa; Johannesburg; On-site; ZAR 320,000 - 456,000; Full time

Job summary

Mimecast South Africa is seeking an Associate Technical Support Engineer to provide first-line technical support to customers using Mimecast products. You will respond to inquiries via phone and email, diagnose issues, and implement solutions using best practices.

You will identify trends, escalate complex problems, and contribute to knowledge base improvements while staying up to date with product knowledge and features.

Qualifications

• Experience in a customer focused role or support environment.
• Ability to troubleshoot technical issues over phone and email.
• Strong communication, both verbal and written.
• Willingness to work in a fast-paced support team.
• Foundational IT knowledge of directory services and cloud platforms.

Responsibilities

• Provide first-line technical support to customers using Mimecast products via phone and email.
• Respond to inquiries, troubleshoot issues, and explain solutions clearly.
• Analyze symptoms, diagnose root causes, and implement corrective actions.
• Escalate complex issues to higher-level support when needed.
• Document interactions and solutions in the ticketing system and update KB articles.

Skills

Customer focus

Communication skills

Problem solving

Self-motivation

Team player

Tools

Active Directory

Azure

Google Directory

Job description

Mimecast South Africa is seeking an Associate Technical Support Engineer to provide first-line technical support to customers using Mimecast products. You will respond to inquiries via phone and email, diagnose issues, and implement solutions using best practices.

You will identify trends, escalate complex problems, and contribute to knowledge base improvements while staying up to date with product knowledge and features.