Job Application for 1st Line Support Engineer at Darktrace

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Darktrace has more than 2,500 employees located globally. Founded by mathematicians and cyber defence experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption.

For over a decade, Darktrace has pioneered a proactive, AI-native approach to security. Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cybersecurity, with technology innovations backed by over 200 patents and pending applications.

Today, Darktrace is a global leader in cybersecurity AI, delivering the essential cybersecurity platform to protect organisations today and for an ever-changing future.

What will I be doing:

We are looking to expand our London based 1st line support team with a bright and articulate IT Support Engineers. You will be joining a dynamic team, dedicated to rapidly building a world-class cyber security AI company.

This role offers a chance to work with, train, and develop your skills in a variety of systems; Windows, Mac, iOS, Windows Server and more - across a variety of devices and platforms; whilst focusing on staff progression.

As this is an internal 1st line role, expectations would be to work a minimum of 4 days a week in the London office.

Day to day, you'll be:

Providing first line support for the global offices in the most efficient and friendly manner possible as well as collaborating with all other teams across the globe to ensure that world class support and service is delivered,
Resolving technical issues via the ticketing system, telephone, email and remote support. Ensuring that troubleshooting is done for issues that continue to occur and resolve,
Installing, modifying, configuring, troubleshooting, and updating computer and mobile phone hardware and software, including OS, independently,
Handling shipping requests made by the IT department, including organising shipping of hardware for new hires, and liaising with ex-staff to ensure the return of all Company Assets to main HQ locations. You will also maintain an inventory for company IT assets. Keeping track of stock levels and ordering hardware for storage.
Providing assistance with new hire on-boardings and ensuring that all new members of staff are comfortable with the tools and equipment provided to them. Checking that shipped devices are correctly built prior to shipping.

What experience do I need:

Have a background in customer service and have excellent oral and written communication skills,
Demonstrated experience in a previous 1st Line support role,
Be familiar with MacOS & Windows devices,
Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification.

Benefits we offer:

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.

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Darktrace is an equal opportunities employer and is committed to ensuring Darktrace is the best place for everyone, regardless of background, to build their career. We invite applicants to share their demographic background. This is an entirely voluntary aspect of the process and whether you choose to provide the data or not will have no bearing on your chances of success in the recruitment process and equally any demographic data that you do provide will have no bearing on your chances of success in the recruitment process. This information will not be available to hiring managers during the recruitment process.

If you choose to complete this survey, your responses may be used to identify areas of improvement in our recruitment process to further our Diversity, Equity & Inclusion goals. https://darktrace.com/legal/privacy-policy

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1st Line Support Engineer

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Demographic questions (UK)