1st Line IT Support Engineer – Windows & Office 365

Draper Tools; Eastleigh; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Private health scheme

Staff discount

Cycle to Work

Free onsite parking

Birthday day off

Employee assistance programme

Death in Service Insurance

Job summary

Draper Tools in Chandlers Ford, Hampshire, is recruiting a full-time Technical Support Engineer (1st Line). You will be the first point of contact for IT issues, handling tickets with a strong customer-service focus and guiding users through solutions, both in-house and for an MSP environment.

The role offers a clear path toward a 2nd Line position, requires at least 18 months’ 1st-line experience, and includes benefits such as a pension, private health scheme and staff discounts.

Qualifications

• 18+ months of 1st line technical support experience.
• Strong IT environments knowledge and ability to advise non-technical users.
• Windows 11 support and PC diagnostics experience.
• Excellent written and verbal communication skills.
• Ability to prioritise workload and meet deadlines.

Responsibilities

• Act as first point of contact for IT issues and tickets.
• Log, categorize, and prioritise incidents in Zendesk.
• Resolve issues at first contact where possible; escalate when needed.
• Support Windows 11, macOS desktops/laptops and mobile devices.
• Manage AD/Microsoft Entra ID tasks: password resets, MFA, group membership.
• Support Office 365 apps (Outlook, Word, Excel, Teams, SharePoint/OneDrive).
• Install and configure desktops/software, including imaging via Autopilot.
• Use RMM/remote tools to diagnose and resolve incidents.
• Basic connectivity troubleshooting; escalate network issues as needed.
• Maintain clear ticket notes and contribute to knowledge base.

Skills

Technical support

Customer service

Communication skills

Attention to detail

Prioritisation

Problem solving

Tools

Windows 11

Office 365

Active Directory

Microsoft Entra ID

Autopilot

RMM tools

VPN / DNS / DHCP

Job description

Draper Tools in Chandlers Ford, Hampshire, is recruiting a full-time Technical Support Engineer (1st Line). You will be the first point of contact for IT issues, handling tickets with a strong customer-service focus and guiding users through solutions, both in-house and for an MSP environment.

The role offers a clear path toward a 2nd Line position, requires at least 18 months’ 1st-line experience, and includes benefits such as a pension, private health scheme and staff discounts.