Work with the UK Service Delivery team on the implementation of new Mimecast customer accounts acting as the customer’s primary point of contact for project coordination and technical configuration assistance for Mimecast software products. Provide detailed training sessions to partners and customers. Updating pdf  documentation of internal processes and assist with amending customer knowledge base articles. Attend client meetings or conference calls regarding Mimecast implementation. Provide advice to customers regarding account set up. Prioritization of workload, support calls, escalations. Assisting junior members of SD team. Effectively identify/ understand/ diagnose customer issues and troubleshooting both support issues and non support issues. Configuring and troubleshooting SMTP Connector  (Exchange Servers, Lotus Notes, Office 365). Generating, installing, troubleshooting SSL Certificates (Windows servers). Configuring and troubleshooting Exchange Journaling ( POP3 and SMTP journaling). Active Directory – (LDAP syntax, searching using Mimecast LDAP browser, connecting to LDAP server using Softerra). Knowledge of protocols – SMTP, LDAP(S), POP(S). Knowledge of Active Directory. Identify and troubleshoot connection issues to client sites and infrastructure ( knowledge of Wireshark). Provide advice on MX record changes. Ability to identify and troubleshoot all general email related problems. Identify reasons for email rejections (mail server responsible for mail rejection)

Primary Duties and Responsibilities for the role include:- Providing telephone and email based support to the EU client base. - Provide industry leading levels of support to all customers at all times. - Assist clients with the use of the Mimecast services and ensure best practice configuration. - Assist with the deployment of new Mimecast systems and services to clients. - Work alongside QA and Development teams to enhance products and services for clients. - Train customers and partners via online training methods. - Create FAQ's and customer help documentation. - Work with and provide exceptional support to Mimecast partners and resellers. - Investigate and report security breaches and threats on or against Mimecast systems. - Investigate and prevent virus, spam and phishing outbreaks on client systems. Essential Skills require for the role include:- Excellent trouble shooting skills. - Experience of providing technical support to SMB and Enterprise Administrators. - Some experience with Microsoft Exchange 2003, 2007, 2010 or 2013. - Experience with Microsoft Active Directory. - Recognize that customer satisfaction is a principle measure of our business and our values. - Instinctively find practical solutions to complex problems. - Experience of Gateway services such as Mail Marshall, MimeSweeper, Iron Port. Google Apps, Office 365, Postini or MessageLabs. - Understand SMTP, DNS, MX and SPF records. - Excellent knowledge of TCP/IP and routing.

I was a senior member of the 2nd /3rd line support team providing remote and face to face support to our clients to help maintain the efficient running of their network servers and workstations.My main responsibilities are to respond to client support requests in a timely and efficient manner and progress calls to a successful resolution. Also maintain frequent communication with clients to keep them informed of the status of their queries and liaise with third parties in order to resolve client issues and research technical problems in order to find a fast and effective resolution. We also need to keep an accurate record of clients network hardware and software and write detailed knowledgebase articles for system processes as necessary.

In this position I assisted the IT Manager in all client support matters for our Head Office and branches and in project management.I was responsible for computer, printer and scanner maintenance for approximately 60 head office users and a further 140 located at various branches in our group connected to our WAN. Software installation and advice on usage was a significant part of my role. A major project during my time at Batemans was a complete upgrade the IT infrastructure, involving installing new servers and security appliances. We completed the roll out of a wide area network to 75 branches throughout Southern England using a MPLS solution from BT and preparing PC’s in head office using Norton Ghost and then installing them in the branches.

In this position I was responsible for the desktop support of approximately 80 employees in a accountancy practice including pc's, laptops, printers and their use of various accountancy software products.