1st Line Support Engineer, Darktrace
4+ days a week in office
AI cybersecurity solutions
Open for applications
AI cybersecurity solutions
1001+ employees
Open for applications
4+ days a week in office
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- Have a background in customer service and have excellent oral and written communication skills
- Have strong organisational skills
- Demonstrated experience in a previous 1st Line support role
- Be able to work as part of a team and independently
- Be familiar with MacOS & Windows devices
- Have a strong attention to detail
- Think outside the box to deliver only the best solutions in an efficient and effective way
- Provide a service the business can be proud of
- Be consistent
- Security first, always
- Be outstanding in all IT support
- Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification
What the job involves
- We are looking to expand our London based 1st line support team with a bright and articulate IT Support Engineers
- You will be joining a dynamic team, dedicated to rapidly building a world-class cyber security AI company
- This role offers a chance to work with, train, and develop your skills in a variety of systems; Windows, Mac, iOS, Windows Server and more - across a variety of devices and platforms; whilst focusing on staff progression
- Provide first line support for the global offices in the most efficient and friendly manner possible. Collaborate with all other teams across the globe to ensure that world class support and service is delivered
- Resolve technical issues via the ticketing system, telephone, email and remote support. Ensure that troubleshooting is done for issues that continue to occur and resolve
- Install, modify, configure, troubleshoot, and update computer and mobile phone hardware and software, including OS, independently
- Ensure that Service Level Agreements are met and that proactive updates are given to end users on the status of their requests
- Handling shipping requests made by the IT department, including organising shipping of hardware for new hires, and liaising with ex-staff to ensure the return of all Company Assets to main HQ locations
- Maintain an inventory for company IT assets. Keep track of stock levels and order hardware for storage. Ensure that the internal asset register is monitored and updated the with the status of devices both inbound and outgoing
- Provide assistance with new hire on-boardings and ensure that all new members of staff are comfortable with the tools and equipment provided to them. Check that shipped devices are correctly built prior to shipping
- Contribute to effective staff exists and ensure that the exit process is followed
- Manage the administration of Active Directory / Microsoft Exchange
- Customer satisfaction is critical to this role and engineers should ensure that Darktrace’s high standards of service delivery are met
- Research and create technical procedures training manuals and train computer users
Salary benchmarks
Our take
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. Darktrace addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, Darktrace allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides Darktrace with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Sep 2018
$50m
SERIES E
Jul 2017
$75m
SERIES D
Total funding: $230.5m
Company benefits
- 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
- Additional birthday day off
- Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
- Optional BUPA private medical insurance for you and your immediate family
- Life assurance with a benefit of 4x your annual basic salary
- Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
- Cycle to work scheme
- Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme
Company HQ
Cambridge, UK
Articles
Leadership
Poppy Gustafsson
(CEO)Previously a Corporate Controller at HP, a Fund Accountant at Amadeus Capital Partners and an Assistant Manager at Deloitte.
Jack Stockdale
(CTO)Co-founded Darktrace in 2013 and has served as the CTO since.
Share this job
View 35 more jobs at Darktrace