Technical Support Engineer

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

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!

Job responsibilities

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.

Skills required

• 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

As our Technical Support Engineer your benefits will include:

• 25 days holiday with the ability to purchase additional leave
• Day off for your birthday
• Medical cash plan providing cash back on everyday medical costs
• Employee Assistance Programme (EAP)
• 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.