Technical Support Engineer

Draper Tools; Chandler's Ford, North Baddesley; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Private health scheme

Cycle to Work Scheme

Free onsite parking

Staff discount on Draper products

Death in Service Insurance

Job summary

Draper Tools is seeking a confident 1st Line Technical Support Engineer to join our Chandlers Ford team. You will act as the first contact for IT issues, handle tickets, and provide Windows 11 and device support within a hybrid AD/Microsoft Entra ID environment.

With 18+ months in IT support, you’ll resolve issues promptly, log details in Zendesk, assist with Office 365 apps, and contribute to knowledge bases while aiming to advance toward 2nd line responsibilities.

Qualifications

• Minimum 18 months’ technical support experience at 1st line in-house or MSP.
• Good technical knowledge of IT environments and Windows 11.
• Ability to explain complex issues clearly to non-technical users.
• Experience with Office 365 applications and device imaging using Autopilot.

Responsibilities

• Serve as the first point of contact for IT issues with a strong customer-service focus.
• Log, categorize and prioritise incidents in Zendesk and manage ticket queues.
• Resolve issues at first contact where possible and escalate with context when needed.
• Provide support for Windows 11 desktops/laptops and mobile devices.
• Perform joiner/mover/leaver tasks in Active Directory / Microsoft Entra ID.
• Support Office 365 apps (Outlook, Word, Excel, Teams, SharePoint/OneDrive).
• Install, configure and support desktops, including imaging via Autopilot.
• Use remote management and remote-support tools to diagnose incidents.

Skills

Customer service

Communication skills

Problem solving

Time management

Tools

Zendesk

Autopilot

RMM

Microsoft Entra ID

Job description

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 than 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!

About the Role

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; escalating 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.

Requirements

• 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

*After qualifying period

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.