Desktop Support Analyst I

Technical Support Engineer / ServiceDesk Engineer
 

About Mimecast
 

Mimecast is a leading cybersecurity company protecting organizations' people, data, and communications. Trusted by over 42,000 customers worldwide, it’s recognized as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving.

Focusing on Human Risk Management, Mimecast addresses the human factor in cybersecurity through advanced threat detection, awareness training, risk management, and data governance. Its solutions ensure communication data is archived, compliant, and discoverable, helping businesses reduce risks tied to human actions.
 

Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, from code development to testing, documentation, and operations. We're looking for leaders who don't just use AI tools but champion their adoption and establish new ways of working. Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.

Role Overview:
 

Seeking a Technical Support Engineer / ServiceDesk Engineer dedicated to delivering first-level technical support to end users across global regions by effectively diagnosing and resolving IT-related issues. Serves as the primary point of contact for managing and resolving incidents related to software, hardware, and network systems, ensuring timely and efficient support.

Key Responsibilities:

• Provide first-level technical support for issues related to Windows, macOS, computer hardware, and basic networking.
• Utilize IT service management and troubleshooting methodologies to resolve user problems efficiently.
• Handle and resolve tickets using ticketing systems and provide remote support using appropriate tools.
• Document issues, resolutions, and best practices in the knowledge base to improve service delivery.
• Communicate effectively with users to understand their concerns and provide a timely resolution.
• Collaborate with other IT teams to escalate and resolve complex issues when required.
• Ensure adherence to SLAs and maintain a high level of customer satisfaction.
• Stay updated on the latest trends and developments in IT to provide innovative solutions.

Qualifications and Skills:

Education:

• Bachelor’s degree in information technology, or a related field.

Certifications (Preferred):

• Industry-recognized certifications such as CompTIA A+, ITIL are highly desirable.
   

Technical Skills:

• Comprehensive understanding of Windows, macOS, computer hardware, AD, and basic networking principles.
• Proficiency in using ticketing systems and remote support tools.
   

Experience:

• 2–4 years of prior experience in a Global IT help desk or IT customer support role.
   

Soft Skills:

• Strong communication and interpersonal skills to effectively engage with users.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.

Work Requirements

• Flexibility to work in a 24/7 rotational shift schedule, incorporating a Hybrid Work Model.
  
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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 Affirmative 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.