Technical Support Engineer — Growth Path + Excellent Benefits

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

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.