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 for global users, ensuring effective resolution of issues related to Windows, macOS, hardware, and networking.
Act as the primary escalation point for complex and high-priority incidents, driving timely resolution in line with defined SLAs.
Provide mentorship, guidance, and real-time support to L1 helpdesk technicians, ensuring adherence to best practices and service standards.
Manage ticket queues, prioritize incidents, and ensure efficient workload distribution across the team during shifts.
Utilize ITIL-based service management practices to improve incidents, request, and problem management processes.
Perform advanced troubleshooting and coordinate with L2/L3 teams for critical or unresolved issues.
Monitor service performance metrics, identify trends, and implement continuous improvement initiatives to enhance service delivery.
Maintain and enhance knowledge base documentation, including standard operating procedures and troubleshooting guides.
Ensure clear, professional, and proactive communication with stakeholders and end users across global regions.
Drive compliance with organizational policies, security standards, and operational procedures.
Support onboarding and training of new team members, fostering a collaborative and high-performance team environment.
Contribute to process optimization, automation initiatives, and adoption of new tools to improve efficiency and user experience.

Education

Qualifications and Skills:

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

Certifications (Preferred)

Industry-recognized certifications such as CompTIA A+, ITIL, or MCSE 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

4–6 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.

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.

Desktop Support Analyst II