1st-Line IT Support Engineer — Path to 2nd Line

Draper Tools; Eastleigh; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

Medical cash plan

Employee Assistance Programme (EAP)

Staff discount on Draper products

Cycle to Work Scheme

Free onsite parking

Death in Service Insurance

Job summary

Draper Tools, a long-standing family-run business, seeks a confident 1st Line Technical Support Engineer for its Chandlers Ford HQ. You will be the first point of contact for IT issues, providing Windows 11 and Office 365 support to colleagues, and you may move towards a 2nd Line role as you develop.

The role is full-time at the Head Office with occasional visits to the North Baddesley site. A driving license is essential. A broad benefits package accompanies the position.

Qualifications

• Minimum 18 months’ technical support experience at 1st line in-house or MSP.
• Proficient with Windows 11 and basic macOS/device support.
• Strong customer-service orientation with clear communication to non-technical users.

Responsibilities

• Act as first point of contact for IT issues, handling tickets professionally and promptly.
• Log, categorize and prioritise incidents in Zendesk and keep users updated.
• Resolve issues at first contact where possible; escalate with full context when needed.
• Provide support for Windows 11 desktops/laptops and mobile devices.
• Carry out AD/Entra ID tasks, password resets and group memberships as required.
• Support Office 365 apps (Outlook, Word, Excel, Teams, SharePoint).
• Perform device imaging via Autopilot and software installations.
• Utilise RMM and remote tools to diagnose and resolve incidents.
• Maintain accurate ticket notes and contribute to knowledge base.

Skills

1st line support

Windows 11

Customer service

Remote assistance

Active Directory basics

Office 365

Tools

Zendesk

Autopilot

RMM

Job description

Draper Tools, a long-standing family-run business, seeks a confident 1st Line Technical Support Engineer for its Chandlers Ford HQ. You will be the first point of contact for IT issues, providing Windows 11 and Office 365 support to colleagues, and you may move towards a 2nd Line role as you develop.

The role is full-time at the Head Office with occasional visits to the North Baddesley site. A driving license is essential. A broad benefits package accompanies the position.