1st Line IT Support Engineer – Windows & Mac

Securitas UK; Chandler's Ford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Private health scheme

Employee Assistance Programme (EAP)

Staff discount on Draper products

Cycle to Work Scheme

Free onsite parking

Job summary

Draper Tools in Chandlers Ford is seeking a Technical Support Engineer to join our head office team on a full-time basis. You will be the first line for IT issues, logging and prioritising tickets, and resolving many problems at first contact while supporting Windows 11, Office 365, and hybrid Active Directory environments.

You will also assist with device imaging via Autopilot and use RMM/remote tools to diagnose incidents, with opportunities to progress towards 2nd line roles.

Qualifications

• Minimum 18 months’ technical support experience at 1st line in‑house IT team or MSP
• Good technical knowledge and experience of IT environments
• Ability to provide clear advice to non‑technical customers (internal or external)
• Windows 11 support, PC and laptop diagnostics and repair
• Strong interpersonal and communication skills – verbal and written
• Attention to detail and accuracy
• Adaptability and initiative with a proactive approach
• Ability to work to deadlines and prioritise workload
• Commitment to professional and personal development
• Willingness to share knowledge and network
• Reliable, flexible and cooperative

Responsibilities

• Acting as the first point of contact for IT issues, handling tickets professionally and with a strong customer-service focus
• Logging, categorising and prioritising incidents and service requests in Zendesk
• Resolving issues at first contact where possible; escalating with context when needed
• Providing support for Windows 11 and macOS desktops/laptops and mobile end‑user devices
• Carrying out account and access tasks across Hybrid Active Directory/Microsoft Entra ID environment
• Supporting Office 365 applications (Outlook, Word, Excel, Teams, SharePoint/OneDrive)
• Desktop and software installation, configuration and support including Autopilot imaging
• Using remote management and remote-support tools to diagnose and resolve incidents
• Basic connectivity troubleshooting (Wi‑Fi, VPN, printing, DNS/DHCP) with escalation for deeper network/WAN
• Maintaining accurate ticket notes and contributing to knowledge base

Skills

First line support

Customer communication

Windows 11

IT environments

Tools

Zendesk

Autopilot

RMM

Job description

Draper Tools in Chandlers Ford is seeking a Technical Support Engineer to join our head office team on a full-time basis. You will be the first line for IT issues, logging and prioritising tickets, and resolving many problems at first contact while supporting Windows 11, Office 365, and hybrid Active Directory environments.

You will also assist with device imaging via Autopilot and use RMM/remote tools to diagnose incidents, with opportunities to progress towards 2nd line roles.