1st Line Support Engineer



This job is no longer accepting applications

See open jobs at Darktrace.
Customer Service
Cambridge, MA, USA
Posted on Thursday, December 21, 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 darktrace.com.

We are looking to expand our Cambridge 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.

This is a hybrid role, with the expectations of 3 days a week in the Cambridge office.


  • 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 troubleshooting is done for issues that continue to occur and resolve.
  • Install, modify, configure, troubleshoot, and update computer and mobile phone hardware and software, including OS, independently.
  • Ensure that Service Level Agreements are met and that proactive updates are given to end users on the status of their requests.
  • 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.
  • 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 on-boardings and ensure that all new members of staff are comfortable with the tools and equipment provided to them. Check that shipped devices are correctly built prior to shipping.
  • Contribute to effective staff exists and ensure that the exit process is followed.
  • Manage the administration of Active Directory / Microsoft Exchange.
  • Customer satisfaction is critical to this role and engineers should ensure that Darktrace’s high standards of service delivery are met.
  • Research and create technical procedures training manuals and train computer users.

Candidate Requirements:

  • Have a background in customer service and have excellent oral and written communication skills. (Essential)
  • Have strong organisational skills. (Essential)
  • Be able to work as part of a team and independently. (Essential)
  • Be familiar with MacOS & Windows devices. (Essential)
  • Have a strong attention to detail. (Essential)
  • Think outside the box to deliver only the best solutions in an efficient and effective way. (Essential)
  • Provide a service the business can be proud of. (Essential)
  • Be consistent. (Essential)
  • Security first, always. (Essential)
  • Be outstanding in all IT support. (Essential)
  • Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification (Desirable).


  • 23 days holiday + a day off for your birthday, rising to 25 (+ birthday) after 2 years
  • All UK public holidays
  • BUPA healthcare with premiums fully paid by Darktrace for employee + eligible family members
  • Salary Sacrifice pension scheme with company contribution of 4% and employee contribution of 5%
  • Life Insurance 4x salary
  • Cycle to work scheme


This job is no longer accepting applications

See open jobs at Darktrace.