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About the Role

As a Junior Desktop Support Analyst in the IT team, you will be an essential part of the day-to-day operations that keep Mimecast running smoothly. This role provides an exciting opportunity for an individual who wants to stand out in an entrepreneurial environment, working directly with global teams and gaining hands-on experience across a broad range of technologies.

Responsibilities

• Providing 1st line IT support to colleagues across the global team, ensuring issues are triaged, logged, and resolved efficiently using Zendesk for case management.
• Performing initial troubleshooting to determine the correct support path, recording all actions in the case work log and escalating issues within agreed timescales.
• Deploying and managing laptops using imaging technology (Jamf/Intune), maintaining the IT inventory and asset registry, and managing available stock of IT equipment.
• Contributing to project and non-project work including upgrades, rollouts, procurement, and office moves.
• Completing daily systems checks and reporting issues proactively.
• Utilising the Knowledge Base and Known Error Database (KEDB) to resolve issues effectively, identifying and advising on any gaps or shortcomings in documentation.
• Delivering impeccable IT assistance across all departments and regions, adhering to company and departmental policies.
• Undertaking after-hours or overtime work as required.

Requirements

• A minimum of 1 year’s IT support experience, gained in a medium-sized environment of 200+ users, ideally with global or remote support exposure.
• Intermediate knowledge of Microsoft Windows 11, Microsoft Office 365, and Mac OS, along with familiarity with iOS and MDM solutions.
• Experience with VoIP telephony, video conferencing and A/V systems.
• Working knowledge of network connectivity and troubleshooting.
• Hands-on experience with an IT Service Management system.
• Familiarity with disk encryption technologies and anti-virus solutions.
• Excellent verbal and written communication skills.
• Ability to work collaboratively in a team environment.
• Ability to adapt confidently to changing priorities.
• A proactive, team-spirited attitude with strong problem-solving skills.
• Enthusiasm for technology.
• A neat, professional approach to all interactions.
• Successful completion of applicable background checks.

Skills

• Zendesk
• Jamf
• Intune
• Microsoft Windows 11
• Microsoft Office 365
• Mac OS
• iOS
• MDM solutions
• VoIP telephony
• Video conferencing
• A/V systems
• Network connectivity troubleshooting
• IT Service Management system
• Disk encryption technologies
• Anti-virus solutions

Location

• Global

Work Type

• Hybrid

Experience Level

• Junior
• 1 year's IT support experience

Salary/Compensations

• £40,000−£52,000

Benefits

• Formal and on the job learning opportunities
• Comprehensive benefits package
• Incentive plans
• Additional benefits

About the Company

• We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity.
• We think fast, go big and always demand more.
• We work hard, deliver – and repeat.
• We grow with meaningful determination.
• We empower each other, live by our values, and always deliver on our purpose.
• We push each other to be better and expect to be pushed back.
• This is a community of respect.
• Where everyone is counted.

Equal Opportunity

• We are 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.