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Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for an experienced Enterprise Support Mimecast Specialist.

Role Profile

The core purpose of this role is to contribute to the team in monitoring, support, management, and escalation of all Mimecast related services under SOC responsibility.This includes ensuring incidents, problems, changes, and customer requests are resolved efficiently and correctly across all Mimecast services that the SOC have responsibility for.

Responsibilities will include:

• Key focus on supporting all Mimecast service functions and responsibilities
• Provide 2nd level support on Mimecast customer faults
• Install and retire Mimecast services
• Lead on Mimecast related projects. Create and update BCs and other documentation etc.
• Manage and resolve Mimecast customers' Requests/Changes and send for billing as required
• Provide Mimecast related professional services work and send for billing as required
• Mentor SOC staff on Mimecast product related issues
• Liaise with our Mimecast partner (and other partners if required) on any escalation or other issues and act as the primary point of contact
• Assist when needed on Security, DC and Facilities support related tasks
• Answer incoming support calls from Mimecast enterprise and specified customers
• Create, update, and track all Mimecast tracking tickets to ensure closure of the incidents or problems in a timely manner
• Asist SOC Front Line to perform initial investigation of faults if needed
• Escalate if required by consulting with the appropriate teams to resolve the tracking tickets
• Provide customers with regular updates maintaining good customer satisfaction
• Contribute to relevant projects as required and be part of a continual service improvement process
• Follow operational processes and procedures
• Assist with the development and improvement of processes, procedures, and work instructions
• Work closely with support teams and other members of various engineering teams to develop an all-round understanding of systems and networks
• Manage Customer and Internal Notifications and Escalations on updates of faults and issues
• Provide Level 1, Level 2 Mimecast support with a view to provide Level 3 support where possible

Candidate Profile

• Educated to at least GCSE level with good pass results is essential
• Qualification in computer science or a related field is desirable but not essential
• Minimum of two years supporting Mimecast products/services, ideally backed up with Mimecast Warrior and Gladiator qualifications (or equivalent with another product)
• Basic Knowledge of IP routing and switching environments and or IT highly desirable
• Operational experience on telecommunications Networks, Infrastructure, Datacentres and products and services is an advantage
• Email (SMTP, Exchange, O365), email security gateway tools
• Technically skilled, highly motivated individual.
• Strong analytical and problem-solving skills.
• Good communication skills, both verbal and written.
• Strong customer service skills.
• Well organised and methodical.

Desirable:

• Ideally hold a valid and clean driving license
• Experience in Customer Service or Operational environment