1st Line Support Engineer

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the 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 to secure the business across the entire 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 around the world. To learn more, visit http://www.darktrace.com.  

Job Description:

As a 1st Line Support Engineer, you will provide first line support for global offices, ensuring efficient and friendly service delivery whilst your main responsibilities are within EMEA. Your responsibilities will include resolving technical issues, managing IT assets, and collaborating with teams across the globe. This role demands strong problem-solving skills, attention to detail, and the ability to work both independently and as part of a team. You will also be responsible for maintaining high standards of employee satisfaction and contributing to the continuous improvement of IT support processes.

What will I be doing:

• Providing first line support for global offices via the ticketing system, telephone, email, and remote support,
• Resolving technical issues and ensure troubleshooting is done for recurring problems,
• Installing, modifying, configuring, troubleshooting, and updating computer and mobile phone hardware and software, including OS, independently,
• Ensuring Service Level Agreements (SLAs) are met and providing proactive updates to end users on the status of their requests,
• Handling shipping requests, including organising hardware shipping for new hires and liaising with ex-staff to ensure the return of company assets,
• Maintaining an inventory of company IT assets, tracking stock levels, and ordering hardware for storage,
• Assisting with new hire onboardings and ensuring new staff are comfortable with their tools and equipment,
• Managing the administration of Active Directory / Microsoft Exchange,
• Researching and create technical procedures and training manuals, and training computer users.

What experience do I need:

• Previous experience in an IT support role,
• Strong attention to detail with excellent oral and written communication skills.
• The ability to problem solve and resolve issues in unfamiliar environments,
• Familiarity with both MacOS and Windows devices.
• An understanding of networks (LANs, WANS, Firewalls etc),
• Experience using MDM solutions (Jamf, Intune etc),
• 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 + all public holidays, rising to 25 days after 2 years of service,

• Additional day off for your birthday,

• Private medical insurance which covers 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.