Associate Desktop Support Analyst – IT Department
Keeping Mimecast running – one ticket at a time
Join our passionate and talented IT team at Mimecast, where you’ll play an essential role in keeping our tech-savvy workforce productive and connected. You’ll be the first point of contact for IT support across the business, helping colleagues resolve issues quickly so they can focus on what matters most – protecting our customers.
Why Join Our Team?
“This role provides an exciting opportunity for a world-class individual who wants to stand out in an entrepreneurial environment. You’ll work directly with our global teams, gaining hands-on experience across a broad range of technologies while building the foundations of a strong IT career.” – Hiring Manager
What You’ll Do:
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. Your responsibilities will include:
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Providing 1st line IT support to colleagues across the global team, ensuring issues are triaged, logged, and resolved efficiently using Zendesk for case management.
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Performing initial troubleshooting to determine the correct support path, recording all actions in the case work log and escalating issues within agreed timescales.
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Deploying and managing laptops using imaging technology (Jamf/Intune), maintaining the IT inventory and asset registry, and managing available stock of IT equipment.
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Contributing to project and non-project work including upgrades, rollouts, procurement, and office moves, as well as completing daily systems checks and reporting issues proactively.
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Utilising the Knowledge Base and Known Error Database (KEDB) to resolve issues effectively, identifying and advising on any gaps or shortcomings in documentation.
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Delivering impeccable IT assistance across all departments and regions, adhering to company and departmental policies, and undertaking after-hours or overtime work as required.
What You’ll Bring:
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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.
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Intermediate knowledge of Microsoft Windows 11, Microsoft Office 365, and Mac OS, along with familiarity with iOS and MDM solutions.
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Experience with VoIP telephony, video conferencing and A/V systems, and working knowledge of network connectivity and troubleshooting.
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Hands-on experience with an IT Service Management system and familiarity with disk encryption technologies and anti-virus solutions.
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Excellent verbal and written communication skills, with the ability to work collaboratively in a team environment and adapt confidently to changing priorities.
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A proactive, team-spirited attitude with strong problem-solving skills, enthusiasm for technology, and a neat, professional approach to all interactions.
What We Bring:
Join our IT team to kickstart your career in a dynamic, fast-paced environment where your contributions have direct impact on the productivity of our global workforce. You will work alongside experienced colleagues who are invested in your development and success.
Mimecast offers formal and on the job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly – working in cross functional teams to build your knowledge!
Our Hybrid Model: We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week, because working together in person:
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Fosters a culture of collaboration, communication, performance and learning.
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Drives innovation and creativity within and between teams.
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Introduces employees to priorities outside of their immediate realm.
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Ensures important interpersonal relationships and connections with one another and our community!
The base salary range for this position is £40,000 £52,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
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.
