2nd 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(TM) 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.

Job Description:

We are excited to be hiring for this new role in our IT department. This will be a position that sits alongside both our 1st Line Support Team and the technical Endpoint and 3rd Line Teams. As a 2nd Line engineer you will be the point of escalation for all 1st Line Support issues; driving skillset development in your peers and ensuring that documentation is drawn up for all known processes. As well as this, you will be acting as a specialist in multiple areas and supporting the Endpoint and 3rd Line teams when applicable.

What will I be doing:

In this role you will be actively engaging in Problem Management by ensuring that all end users affected are kept informed as to the progress of the problem, working on the problem using existing documentation and technical skills learnt in the role; and logging troubleshooting for future reference. All of this while ensuring that all documentation is updated and created where appropriate. You will have an excellent level of customer service and satisfaction with every interaction with end users. Maintaining regular communication with the users and logging all interactions on our ticketing system.

• Documenting all processes that 2nd Line are responsible for and assisting in the creation of documentation for 1st Line Support processes where applicable.
• Identifying regular Incidents and Service Requests. Streamlining Service Request workflows and resolving problems for regularly occurring incidents.
• Assisting in projects as required and ensuring that any solution designing is applicable for both end users and management.
• Ensuring that the respond and resolve SLA for 2nd Line Issues is appropriately set and followed to help with prioritisation.

What experience do I need:

We welcome applicants that have proven experience working in a 2nd Line IT Support role (ideally within an enterprise environment) with strong troubleshooting skills across hardware, software, networking, and cloud-based platforms. Technically, you’ll have an advanced understanding of LANs, WANs, firewalls, network switches and hands-on experience with Mobile Device Management (MDM) solutions, especially Azure, Intune, and Jamf.

You’ll also likely have:

• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in documenting processes and creating clear, user-friendly guides for both 1st and 2nd Line Support tasks.
• Ability to identify trends in incidents and service requests, and to streamline workflows for recurring issues.
• Strong organisational skills and the ability to prioritise tasks effectively to meet SLA targets.

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.