At a Glance
- Tasks: Provide first line IT support globally, resolving technical issues and managing IT assets.
- Company: Join Darktrace, a leader in AI cybersecurity, protecting organisations worldwide.
- Benefits: Enjoy 23 days holiday, private medical insurance, and a birthday day off!
- Other info: Great career growth opportunities in a collaborative and innovative environment.
- Why this job: Be part of a dynamic team making a real impact in cybersecurity.
- Qualifications: Previous IT support experience and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
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:
- Providing first line support for global offices via the ticketing system, telephone, email, and remote support.
- Resolving technical issues and ensuring 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 creating 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.
1st Line IT Support Engineer – Global Helpdesk employer: Darktrace
Darktrace is an exceptional employer that fosters a dynamic and innovative work culture, where employees are empowered to tackle the evolving challenges of cybersecurity. With a strong focus on employee growth, Darktrace offers comprehensive benefits including private medical insurance, generous holiday allowances, and a supportive environment for professional development. Located in a vibrant tech hub, this role as a 1st Line IT Support Engineer not only provides meaningful work but also the opportunity to collaborate with a diverse global team dedicated to pioneering advancements in AI technology.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Engineer – Global Helpdesk
✨Tip Number 1
Network like a pro! Reach out to current employees at Darktrace on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting methods and your experience with both MacOS and Windows. We want to see that you can handle those tech challenges!
✨Tip Number 3
Show off your problem-solving skills during the interview. Think of examples where you’ve resolved tricky issues in the past. We love to hear how you tackled challenges head-on!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Darktrace team!
We think you need these skills to ace 1st Line IT Support Engineer – Global Helpdesk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line IT Support Engineer role. Highlight your relevant experience in IT support, especially any work with ticketing systems or troubleshooting. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our global team. Keep it friendly and professional – we love a bit of personality!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled technical issues in the past. We’re all about problem-solving here at StudySmarter, so let us know how you’ve made a difference in previous roles!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Darktrace
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around MacOS and Windows devices. Be ready to discuss troubleshooting methods for common issues and demonstrate your familiarity with IT support tools like ticketing systems.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical problems in the past. Think about specific situations where you resolved issues independently or collaborated with a team to find solutions. This will highlight your ability to think on your feet.
✨Understand the Company Culture
Research Darktrace and its approach to cybersecurity. Familiarise yourself with their AI-driven solutions and how they maintain high employee satisfaction. This will help you align your answers with their values during the interview.
✨Practice Clear Communication
Since you'll be dealing with users who may not be tech-savvy, practice explaining technical concepts in simple terms. Good communication is key in IT support, so be prepared to demonstrate your ability to convey information clearly and effectively.
