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 with a vibrant global team.
- Benefits: Enjoy 23 days holiday, private medical insurance, and a birthday day off.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Make a real impact in cybersecurity while developing your tech skills.
- Qualifications: Previous IT support experience and strong problem-solving abilities 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 Support Engineer 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 Support Engineer not only provides the opportunity to work with cutting-edge AI technology but also encourages collaboration across global teams, making it a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer
✨Tip Number 1
Get to know the company! Research Darktrace and its AI cybersecurity platform. Understanding their mission and values will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your problem-solving skills! As a 1st Line Support Engineer, you'll need to think on your feet. Try out some common IT issues and how you'd resolve them. This will boost your confidence and prepare you for real-life scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can be a game-changer in your job search.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining the Darktrace team. Don’t miss out on this opportunity!
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line Support Engineer role. Highlight your relevant experience in IT support, especially any work with MacOS and Windows devices. We want to see how your skills match what we're looking for!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled technical issues in the past. We love seeing candidates who can think on their feet and resolve problems efficiently, so don’t hold back on showcasing your skills!
Keep It Professional Yet Friendly:When writing your cover letter, strike a balance between professionalism and friendliness. We value a positive attitude and good communication skills, so let your personality shine through while keeping it appropriate.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining 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 networks and MDM solutions like Jamf or Intune.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled technical problems in the past. Think about situations where you resolved issues independently or collaborated with a team. This will highlight your ability to think on your feet and adapt to unfamiliar environments.
✨Communicate Clearly and Confidently
Since this role involves a lot of communication, practice articulating your thoughts clearly. Whether it's through email, phone, or face-to-face, being able to explain technical concepts in simple terms is key. Don’t forget to showcase your attention to detail in your responses!
✨Understand the Company Culture
Research Darktrace and its approach to cybersecurity. Familiarise yourself with their values and how they support employee satisfaction. Showing that you align with their mission and can contribute to a positive work environment will set you apart from other candidates.
