1st Line Support Engineer

1 week ago

Singapore Darktrace Full time $40,000 - $80,000 per year

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace's platform and services are supported by over 2,400 employees around the world. To learn more, visit

Job Description:

As a 1st Line Support Engineer, you will provide first line support for global offices, ensuring efficient and friendly service delivery. Your responsibilities will include resolving technical issues, managing IT assets, and collaborating with teams across the globe. This role demands strong problem-solving skills, attention to detail, and the ability to work both independently and as part of a team. You will also be responsible for maintaining high standards of customer satisfaction and contributing to the continuous improvement of IT support processes.

Key Duties & Responsibilities

  • Provide first line support for global offices via the ticketing system, telephone, email, and remote support.
  • Collaborate with other teams to ensure world-class support and service delivery.
  • Resolve technical issues and ensure troubleshooting is done for recurring problems.
  • Install, modify, configure, troubleshoot, and update computer and mobile phone hardware and software, including OS, independently.

Ensure Service Level Agreements (SLAs) are met and provide proactive updates to end users on the status of their requests.

Handle shipping requests, including organizing hardware shipping for new hires and liaising with ex-staff to ensure the return of company assets.

Maintain an inventory of company IT assets, track stock levels, and order hardware for storage.

Assist with new hire onboardings and ensure new staff are comfortable with their tools and equipment.

Manage the administration of Active Directory / Microsoft Exchange.

Research and create technical procedures and training manuals, and train computer users.

As this is an internal 1st line role, expectations would be to work a minimum of 3 days a week in the Singapore office onsite.

Qualifications & Experience

  • 1-2 years of relevant working experience in 1st Line Support.
  • Strong attention to detail and excellent oral and written communication skills for interacting with users across various organization levels.
  • Ability to problem solve and resolve issues in unfamiliar environments.
  • Strong organizational skills and the ability to work both independently and as part of a team.
  • CompTIA A+, CCNA, or any Microsoft professional certification is highly preferred but not a must.
  • Familiarity with MacOS and Windows devices. Have a solid understanding of ITIL process. Experience with Intune and Active Directory is essential. Having experience with JAMF is a plus.
  • Understanding of basic security principles and the importance of handling user data responsibly.
  • Basic knowledge of project management fundamentals and IT operations.
  • Ability to demonstrate initiative and a proactive approach to problem-solving.
  • Responsible for personal development and contributing to the knowledge base.

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