Darktrace Australia Pty is seeking a 2nd Line Support Engineer to enhance its IT department in Cambridge, UK. The role focuses on providing advanced technical support, improving processes, and ensuring excellent customer service in a cybersecurity-focused environment
Job Summary
As a 2nd Line engineer you will be the point of escalation for all 1st Line Support issues; driving skillset development in your peers and ensuring that documentation is drawn up for all known processes.
You will have an excellent level of customer service and satisfaction with every interaction with end users.
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.
Matching Summary
Match Score: 85
Darktrace Australia Pty is seeking a 2nd Line Support Engineer to enhance its IT department in Cambridge, UK. The role focuses on providing advanced technical support, improving processes, and ensuring excellent customer service in a cybersecurity-focused environment.
Skills & Requirements
Must-have
2nd Line IT Support experience
Troubleshooting hardware, software, networking
Cloud-based platforms
LANs, WANs, firewalls, network switches
Mobile Device Management (MDM) solutions
Problem Management
Customer service and satisfaction
Nice-to-have
Skillset development in peers
Documentation creation and maintenance
Streamlining Service Request workflows
Assisting in projects
Key Requirements
Proven experience in a 2nd Line IT Support role
Advanced understanding of LANs, WANs, firewalls, network switches
Hands-on experience with Azure, Intune, and Jamf
Excellent customer service and communication skills
Proficiency in documenting processes and creating guides