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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.
