1st Line Support Engineer

Overview

Darktrace is a global leader in AI for cybersecurity, protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers proactive cyber resilience across the digital estate—from network to cloud to email. Darktrace has filed over 200 patent applications and operates with a global team of more than 2,400 employees.

Job Title

1st Line Support Engineer

Role Summary

You will provide first-line IT support for global offices, with primary responsibilities focused on EMEA. The role involves resolving technical issues, managing IT assets, and collaborating with teams worldwide. It requires strong problem-solving skills, attention to detail, and the ability to work independently as well as in a team. You will maintain high employee satisfaction and contribute to continuous improvement of IT support processes.

What you will be doing

• Provide first-line support for global offices via the ticketing system, telephone, email, and remote support.
• Resolve technical issues and perform troubleshooting for recurring problems.
• Install, modify, configure, troubleshoot, and update computer and mobile device hardware and software (including OS), independently.
• Ensure Service Level Agreements (SLAs) are met and provide proactive status updates to end users.
• Handle shipping requests, organize hardware shipping for new hires, and liaise with ex-staff to ensure return of company assets.
• Maintain an inventory of company IT assets, track stock levels, and order hardware as needed.
• Assist with new-hire onboarding and ensure staff are comfortable with their tools and equipment.
• Manage administration of Active Directory / Microsoft Exchange.
• Research and create technical procedures and training manuals; train computer users.

Experience & Qualifications

• Previous experience in an IT support role.
• Strong attention to detail with excellent oral and written communication skills.
• Ability to problem-solve and resolve issues in unfamiliar environments.
• Familiarity with both macOS and Windows devices.
• Understanding of networks (LANs, WANs, firewalls, etc.).
• Experience using MDM solutions (e.g., Jamf, Intune).
• Understanding of basic security principles and the importance of handling user data responsibly.
• Basic knowledge of project management fundamentals and IT operations.

Benefits

• 23 days’ holiday plus all public holidays, increasing to 25 days after 2 years of service.
• Additional day off for your birthday.
• Private medical insurance covering you, your cohabiting partner, and children.
• Life insurance of 4 times your base salary.
• Salary sacrifice pension scheme.
• Enhanced family leave.
• Confidential Employee Assistance Program.
• Cycle to work scheme.