Mimecast
Cybersecurity
SeniorTechnicalSupportEngineer/SeniorServiceDeskEngineer
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“Senior Technical Support Engineer / Senior ServiceDesk Engineer at Mimecast. Skills: Technical Support, ServiceDesk, Incident Management, User Support. Lead first-level technical support operations. Resolve issues related to Windows, macOS, hardware, networking”
What You'll Achieve.
Delivering high-quality first-level technical support; Efficient resolution of IT-related issues; Timely resolution in line with defined SLAs; Improve incidents, request, and problem management processes; Enhance service delivery; Improve efficiency and user experience
Industry & Context.
Efficiently diagnosing and resolving IT-related issues; Advanced troubleshooting
Flexibility to work in a 24/7 rotational shift schedule, Successful completion of applicable background checks
What They're Looking For.
Must Have
Bachelor’s degree in information technology, or a related field, 4–6 years of prior experience in a Global IT help desk or IT customer support role, Comprehensive understanding of Windows, macOS, computer hardware, AD, and basic networking principles, Proficiency in using ticketing systems and remote support tools, communication and interpersonal skills to effectively engage with users, Ability to work under pressure and manage multiple tasks in a fast-paced environment
Nice to Have
Industry-recognized certifications such as CompTIA A+, ITIL, or MCSE are highly desirable
What You'll Do.
Lead first-level technical support operations
Resolve issues related to Windows
Act as primary escalation point for incidents
Provide mentorship and guidance to L1 technicians
Manage ticket queues and prioritize incidents
Utilize ITIL practices for service management
Perform advanced troubleshooting
Coordinate with L2/L3 teams
Monitor service performance metrics
Implement continuous improvement initiatives
Maintain knowledge base documentation
Ensure clear communication with stakeholders
Drive compliance with policies
Support onboarding and training
Contribute to process optimization
How You'll Work.
Team & Collaboration
Provide mentorship, guidance, and real-time support to L1 helpdesk technicians; Coordinate with L2/L3 teams for critical or unresolved issues; Foster a collaborative and high-performance team environment; Ensure clear, professional, and proactive communication with stakeholders and end users
Communication Scope
communication and interpersonal skills to effectively engage with users; Ensure clear, professional, and proactive communication with stakeholders and end users
Full Job Description
**Senior Technical Support Engineer / Senior 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 **Senior Technical Support Engineer / Senior ServiceDesk Engineer** focused on delivering high-quality first-level technical support to end users across global regions by efficiently diagnosing and resolving IT-related issues. Acts as the primary point of contact for incident management, addressing software, hardware, and network-related concerns with a strong emphasis on timely resolution and service excellence. Serves as the shift lead, providing guidance and support to L1 technicians while actively managing and resolving escalated tickets. **Key Responsibilities:** * Lead and oversee first-level technical support operations f
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