Global Managed Services Engineer | Cybersecurity & Support

Mimecast Limited; Cape Town; On-site; ZAR 320,000 - 456,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive benefits package

Job summary

Mimecast Limited is seeking a highly capable Managed Services Engineer to support customers worldwide from our Cape Town office. You will proactively analyse events, resolve incidents, and deliver high-quality managed services in a post-sales environment.

The role requires collaboration with cross-functional teams and strong communication to ensure customer satisfaction. Based in Cape Town, you’ll work in a shift pattern across early to late hours and contribute to ongoing service improvements,

Qualifications

• Experience managing customer facing implementations of 3rd party SaaS and IT services.
• Experience with Microsoft, Google Apps or other email platforms.
• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery.
• Experience with Microsoft Exchange and Active Directory or other email platforms.
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner.
• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting.
• Experience of working with globally diverse customers advantageous

Responsibilities

• Autonomously analyse events and identify security threats and scams using the Mimecast and 3rd party tools.
• Maintain and present to customer regularly scheduled reports
• Maintaining and building up valuable and long-lasting customer relationships
• Handle cases and phone calls as appropriate
• Act as a primary contact for the customer with support questions for products in the scope of Mimecast managed services.
• Monitor Customer features and provide details back to the customer
• Escalation and tracking of issues raised within Mimecast and tracking of feature requests raised with Mimecast Product Development
• Engage with cross functional teams to meet customer needs.
• Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser.
• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff
• Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern

Skills

SaaS implementations

Email platforms

Network fundamentals

Communication skills

Global support experience

Education

A+, N+, MSCA or higher

Cybersecurity knowledge

Email authentication concepts (SPF, DKIM, DMARC)

MS Exchange administration

Tools

Microsoft Exchange

Active Directory

Google Apps / G Suite

DNS concepts

Job description

Mimecast Limited is seeking a highly capable Managed Services Engineer to support customers worldwide from our Cape Town office. You will proactively analyse events, resolve incidents, and deliver high-quality managed services in a post-sales environment.

The role requires collaboration with cross-functional teams and strong communication to ensure customer satisfaction. Based in Cape Town, you’ll work in a shift pattern across early to late hours and contribute to ongoing service improvements,