Technical Support Engineer

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

Job Description

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Working as our Technical Support Engineer your role will include:

• Acting as the first point of contact for IT issues, handling tickets professionally, promptly and with a strong customer-service focus.
• Logging, categorising and prioritising incidents and service requests in Zendesk, managing the ticket queue and keeping users updated throughout.
• Resolving issues at first contact wherever possible; escalade clearly and with full context when an issue is beyond skill set.
• Providing support for Windows 11 and macOS desktops/laptops and mobile end-user devices.
• Carrying out account and access tasks across the hybrid Active Directory / Microsoft Entra ID environment: password resets, MFA, group membership, and joiner/mover/leaver changes under agreed process.
• Supporting Office 365 applications (Outlook, Word, Excel, Teams, SharePoint/OneDrive).
• Desktop and software installation, configuration and support, including device imaging via Autopilot.
• Using remote management (RMM) and remote-support tools to diagnose and resolve incidents.
• Basic connectivity troubleshooting (Wi‑Fi, VPN, printing, DNS/DHCP at a first‑line level), escalating deeper network/WAN issues.
• Maintaining accurate, clear ticket notes and contributing to the knowledge base to help resolve recurring issues faster.

• Minimum 18 months’ technical support experience at 1st line, in an in‑house IT team or a managed service provider (MSP)
• Good technical knowledge and experience of IT Environments
• Ability to provide clear advice to non‑technical aware customers (either internally or externally)
• Windows 11 support, plus PC and laptop diagnostics and repair (including component replacement).
• Strong interpersonal and communication skills – verbal and written
• Outstanding attention to detail and accuracy
• Adaptability and initiative with a pro‑active approach
• Ability to work to deadlines and prioritise workload
• Commitment to further professional and personal development
• Enjoy sharing skill‑based knowledge and networking
• Reliable, flexible and cooperative

Benefits

As our Technical Support Engineer your benefits will include:

• 25 days holiday with the ability to purchase additional leave
• Day off for your birthday
• Pension scheme
• Medical cash plan providing cash back on everyday medical costs
• Employee Assistance Programme (EAP)
• Private health scheme *
• Staff discount on Draper products with significant savings available
• Employee discount scheme - discounts on gym memberships, groceries, holidays and more
• Long service bonus and awards*
• Death in Service Insurance
• Ad‑hoc rewards and recognition
• Cycle to Work Scheme
• Free onsite parking

Please note this role will be based full time at our Head Office in Chandlers Ford but there also may be requirements to visit our warehouse site at North Baddesley, so a driving license is essential.

*After qualifying period

Why work for us?

We’re more than just tools and we offer more than just a job. We’ve been family run since day one so working at Draper Tools is about being a part of the extended Draper family - a family that is rich in history, heritage and continued success.

We know our people make our company what it is and our teams are passionate about new ideas, new ways of working and continuous improvement, so we work hard to make sure each person has the tools they need to thrive and succeed.

People enjoy working for us; we welcome, invest in and value our employees and one in six have worked for Draper for more 25 years!

It’s an exciting time to join our team as a full‑time Technical Support Engineer, with lots of opportunities ahead. We’re looking for a confident 1st Line Engineer with 18+ months’ experience, either in‑house or within an MSP, who is keen to develop towards a 2nd Line role. If you’re ready for your next step and this sounds like something you’d be interested in, we’d love to hear from you!