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- Tasks: Provide first-line IT support and resolve technical issues for global offices.
- Company: Join Darktrace, a leader in AI cybersecurity, protecting 10,000+ organisations worldwide.
- Benefits: Enjoy 23 days holiday, private medical insurance, and a birthday day off!
- Why this job: Be part of a dynamic team, enhancing your skills while making a real impact in cybersecurity.
- Qualifications: Experience in 1st Line Support with strong communication and problem-solving skills required.
- Other info: This is an entry-level, full-time role perfect for tech-savvy individuals.
The predicted salary is between 24000 - 36000 ÂŁ per year.
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Join to apply for the 1st Line Engineer role at Darktrace
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. 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 customer satisfaction and contributing to the continuous improvement of IT support processes.
What Will I Be Doing
As a vital member of the IT support team, you will be responsible for delivering high-quality technical assistance to global offices, ensuring smooth day-to-day operations and excellent user experience. This role requires a proactive, solutions-focused approach and strong collaboration with internal teams. Additionally, you will be:
- Providing first-line support via ticketing systems, phone, email, and remote tools, ensuring timely resolution of technical issues,
- Installing, configuring, and troubleshooting hardware and software for computers and mobile devices, including operating systems,
- Managing user accounts and permissions through Active Directory and Microsoft Exchange,
- Coordinating hardware logistics, including shipping for new hires and returns from departing staff, while maintaining accurate asset inventory,
- Supporting onboarding processes and ensuring new employees are fully equipped and confident with their IT setup,
- Creating and maintaining technical documentation and user training materials to support knowledge sharing and process consistency.
What Experience Do I Need
We’re looking for a proactive and detail-oriented individual with a strong foundation in IT support and a passion for delivering excellent service. The ideal candidate will bring a mix of technical knowledge, communication skills, and a collaborative mindset to the role. To be successful in the role it is likely that you have:
- Experience in 1st Line Support, with the ability to troubleshoot and resolve issues across both MacOS and Windows environments,
- Strong communication and organizational skills, with a keen attention to detail and the ability to work independently or as part of a team,
- A solid understanding of basic security principles, IT operations, and project management fundamentals, along with a responsible approach to handling user data,
- Demonstrated initiative in problem-solving, personal development, and contributing to shared knowledge through documentation and training.
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.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Engineering and Information Technology
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Industries
Computer and Network Security
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1st Line Engineer employer: Darktrace
Contact Detail:
Darktrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Engineer
✨Tip Number 1
Familiarise yourself with Darktrace's products and services. Understanding their AI-driven cybersecurity solutions will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Brush up on your technical skills, especially in troubleshooting both MacOS and Windows environments. Being able to confidently discuss your experience with these systems will set you apart from other candidates.
✨Tip Number 3
Practice your communication skills. As a 1st Line Engineer, you'll need to convey technical information clearly to users who may not be tech-savvy. Role-playing common support scenarios can help you prepare.
✨Tip Number 4
Network with current or former employees of Darktrace. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach during the application process.
We think you need these skills to ace 1st Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles involving 1st Line Support. Emphasise your problem-solving skills and familiarity with both MacOS and Windows environments.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering excellent service and your proactive approach to IT support. Mention specific examples of how you've resolved technical issues in the past and contributed to team success.
Highlight Technical Skills: Clearly outline your technical skills related to hardware and software troubleshooting, user account management, and any experience with ticketing systems. This will demonstrate your readiness for the role.
Showcase Communication Abilities: Since strong communication is key for this role, include examples of how you've effectively communicated with team members or users in previous positions. This could be through training materials you created or successful onboarding experiences.
How to prepare for a job interview at Darktrace
✨Show Your Technical Skills
Be prepared to demonstrate your technical knowledge, especially in troubleshooting both MacOS and Windows environments. You might be asked to solve a problem on the spot, so brush up on common issues and their solutions.
✨Emphasise Communication Skills
As a 1st Line Engineer, you'll need to communicate effectively with users who may not be tech-savvy. Practice explaining technical concepts in simple terms and be ready to showcase your ability to listen and respond to user needs.
✨Highlight Problem-Solving Experience
Prepare examples of past experiences where you successfully resolved technical issues. This could include specific incidents where your initiative made a difference, demonstrating your proactive approach to problem-solving.
✨Understand the Company Culture
Research Darktrace and its values. Understanding their focus on AI for cybersecurity and their commitment to customer satisfaction will help you align your answers with what they are looking for in a candidate.
