1st Line Support Engineer

1 month ago

Cambridge, United Kingdom Darktrace Full time

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit .

What will I be doing:

We are looking to expand our Cambridge 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.

As this is an internal 1st line role, expectations would be to work a minimum of 4 days a week in the Cambridge office.

Day to day, you'll be:

Providing first line support for the global offices in the most efficient and friendly manner possible as well as collaborating with all other teams across the globe to ensure that world class support and service is delivered,Resolving technical issues via the ticketing system, telephone, email and remote support. Ensuring that troubleshooting is done for issues that continue to occur and resolve,Installing, modifying, configuring, troubleshooting, and updating computer and mobile phone hardware and software, including OS, independently,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. You will also maintain an inventory for company IT assets. Keeping track of stock levels and ordering hardware for storage. Providing assistance with new hire on-boardings and ensuring that all new members of staff are comfortable with the tools and equipment provided to them. Checking that shipped devices are correctly built prior to shipping.

What experience do I need:

Have a background in customer service and have excellent oral and written communication skills,Demonstrated experience in a previous 1st Line support role,Be familiar with MacOS & Windows devices,Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification.

Benefits we offer:

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.

#LI-Hybrid 

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