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.
Responsibilities
- 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.
- Handle shipping requests made by the IT department, including organizing 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 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.
- 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.
Qualifications
- 1-2 years’ experience in 1st Line Support.
- Strong attention to detail.
- The ability to conduct yourself in a professional manner and have excellent oral and written communication skills.
- Be able to demonstrate an ability to problem solve, to break down and resolve issues in environments that they may not be familiar with.
- Strong organizational skills.
- Be able to work as part of a team and independently.
- Familiarity with MacOS & Windows devices.
- Follow and maintain our 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.
Benefits
- 100% medical, dental and vision insurance, plus dependents
- Paid parental leave
- Pet insurance
- Life insurance
- Commuter benefits
- 401(k)
- Base Salary: $60,000-$70,000
#LI-Hybrid
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What We Do
Darktrace, a global leader in cyber security AI, delivers world-class technology that protects over 5,500 customers worldwide from advanced threats, including ransomware and cloud and SaaS attacks.
The company’s fundamentally different approach applies Self-Learning AI to enable machines to understand the business in order to autonomously defend it.
Headquartered in Cambridge, UK, the company has 1,500 employees and over 30 offices worldwide.
Darktrace was named one of TIME magazine’s ‘Most Influential Companies’ for 2021.
