Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
About the role
- 2nd Line Support Engineer at Darktrace providing IT support and troubleshooting for cybersecurity technologies. Collaborating with first and third line support while managing problem resolution and documentation.
Responsibilities
- Actively engaging in Problem Management by keeping end users informed
- Logging troubleshooting for future reference and ensuring documentation is updated
- Collaborating with 1st Line Support Team and the technical Endpoint and 3rd Line Teams
- Documenting processes that 2nd Line are responsible for
- Assisting in the creation of documentation for 1st Line Support processes
- Identifying regular Incidents and Service Requests
- Streamlining Service Request workflows and resolving recurring issues
- Ensuring respond and resolve SLA for 2nd Line Issues is followed
Requirements
- Proven experience working in a 2nd Line IT Support role (ideally within an enterprise environment)
- Strong troubleshooting skills across hardware, software, networking, and cloud-based platforms
- Advanced understanding of LANs, WANs, firewalls, and network switches
- Hands-on experience with Mobile Device Management (MDM) solutions, especially Azure, Intune, and Jamf
- Excellent customer service and communication skills
- Proficiency in documenting processes and creating clear, user-friendly guides
- Ability to identify trends in incidents and service requests
- Strong organisational skills and effective prioritisation
Benefits
- 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
- Life insurance of 4 times your base salary
- Salary sacrifice pension scheme
- Enhanced family leave
- Confidential Employee Assistance Program
- Cycle to work scheme
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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