# 1st Line Support Engineer

[Darktrace](https://www.jorb.ai/firms/darktrace.md) · London · United Kingdom · [Administrative / Others](https://www.jorb.ai/jobs/administrative-others.md)

Darktrace is hiring a 1st Line Support Engineer in London. Posted 2026-05-21; applications close 2026-07-20.

**Apply**: https://darktrace.wd3.myworkdayjobs.com/DarktaceExternal/job/London-Office-United-Kingdom/XMLNAME-1st-Line-Support-Engineer_JR101780

Posted 1d ago.

## Role details

## 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.

## Applying to this role

This 1st Line Support Engineer role at Darktrace runs through the firm's own careers portal and expects a CV and cover letter written specifically for the posting, not a portable submission carried across firms. Jorb AI's application agent tailors a CV and cover letter from your background to this posting and tracks the role alongside the rest of your applications.

[Tailor this application](https://www.jorb.ai/signup?ref=job-atom&firm=darktrace&job=6a0eed385372d01248c0fc90)

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Updated: 2026-05-22
Canonical: https://www.jorb.ai/jobs/6a0eed385372d01248c0fc90