1st Line Support Engineer

About Darktrace

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape. Founded in 2013, Darktrace provides an essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience across the digital estate—from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees worldwide.

Job Title

1st Line Support Engineer

Responsibilities

• Provide first line support for global offices via the ticketing system, telephone, email, and remote support.
• Resolve technical issues and ensure troubleshooting is performed 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 updates to end users on the status of their requests.
• Handle shipping requests, including organizing hardware shipping for new hires and coordinating 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 new staff are comfortable with their tools and equipment.
• Manage the administration of Active Directory / Microsoft Exchange.
• Research and create technical procedures and training manuals, and 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, rising 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.