First Line Support



Customer Service
Posted on Thursday, July 27, 2023

Founded by mathematicians and cyber defense 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. We protect more than 8,400 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit


  • Install, modify, configure, troubleshoot, and update computer and mobile phone hardware and software, including OS, independently. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VoIP and other systems independently.
  • Provide first line support for the global offices in the most efficient and friendly manner possible. Collaborate with all other teams across the globe to ensure that world class support and service is delivered.
  • Resolve technical issues via the ticketing system, telephone, email and remote support. Ensure that diagnostics are ran for malfunctions that continue to occur and resolve.
  • 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.
  • Create and maintain an inventory for company IT assets. Keep track of stock levels and order hardware for storage. Ensure that the internal asset register is monitored and updated the with the status of devices both inbound and outgoing.
  • Provide assistance with new hire onboardings and ensure that all new members of staff are comfortable with the tools and equipment provided to them.
  • Contribute to effective staff exists and ensure that the exit process is followed. Work with the asset team where necessary.
  • Manage the administration of Active Directory / Microsoft Exchange. Customer satisfaction is critical to this role and engineers should ensure that Darktrace standards of service delivery are met. Research and create technical procedures training manuals and train computer users.


  • Have a strong attention to detail.
  • Have a background in customer service and have excellent oral and written communication skills.
  • Be able to draft IT documentations.
  • Have 1-2 years’ experience in 1st Line Support.
  • Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification (preferred).
  • Be able to work as part of a team.
  • Be familiar with MacOS and ITIL process.

IT Values:

  • Provide a service the business can be proud of.
  • Think outside the box to deliver only the best solutions in an efficient and effective way.
  • Be consistent.
  • Security first, always.
  • Be outstanding in all IT support.