Technical Support Engineer

We are seeking a Technical Support Engineer to join our IT department.In this role, it will involve troubleshooting IT-related issues (in person, by telephone, messaging, or email) and making sure problems are resolved accurately and efficiently. An understanding of PC hardware set-up and configuration (imaging of PC/Laptops) is required, whilst any knowledge of supporting Mac desktop environments would be an advantage.

If you have current experience of working in an IT Service Desk environment, who has a good breadth of technical knowledge and excellent customer services skills, we would love to hear from you!

Why work for us?

Draper Tools is a family business with a rich history, a strong, supportive 'family culture' and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change. People enjoy working for us; one in six employees have worked for Draper for more than 25 years!

Plus, we are proud winners of Employer of the Year 2025 at the Solent 250 Awards.

We believe there are four key reasons why you should work for us:

We're a trusted brand: there is a reason why we've been in business for over 100 years and show no signs of slowing down.

We'll welcome you: work plays a significant part in all of our lives, so we've built a happy and inviting environment, full of friendly colleagues who are proud to work together.

We'll invest in you: our people are at the heart of everything we do. Which is why we're passionate about helping you reach your full potential. We build success together.

We'll value you: we love to recognise great work, so our benefits package has been designed to say "thank you" in more ways than one.

Benefits

As our Technical Support Engineeryour benefits will include:

• Full-time hours with some flexibility on start and finish time
• 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
• 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.

Working as our Technical Support Engineeryour role will include:

• Manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to:

o Desktop installation, configuration and support

o Software installation, configuration and support

o First Contact support for Windows and Mac and mobile end user devices

o Basic Server configuration and support

• Maintain current Zendesk ticket system from end users to acceptable levels including regular communication via email, telephone and service tickets.
• Use remote management solutions to assist with resolving service incidents.
• Deliver and maintain high levels of customer satisfaction.
• Support, co-ordinate and maintain relationships with internal teams where required.
• Proactively update and monitor existing IT systems ensuring they are maintained and kept up to date.
• Assist on technical projects for technology deployments / upgrades etc. as required by the business.

• 12 months+ experience providing 1st/2nd line support
• Ability to provide clear advice to customers with limited technical knowledge (internal or external)
• PC and laptop diagnostics and repair, including component upgrades
• Microsoft Windows 11 support and troubleshooting
• Office 365 administration (licenses, permissions, user changes)
• Proficiency in Office 365 applications (Word, Excel, Teams)
• Active Directory (password resets, user account creation, and changes)
• Intune experience, including creation and maintenance of policies
• Use of remote management tools (RMM
• Experience with Zendesk ticketing system
• End-user support for Mac environments
• Strong team player with the ability to contribute to the success of the Service Desk and wider organisational objectives

If you are interested in this position, please click the link. This will direct you to our Applicant Tracking System where you will be able to apply for the role.

STRICTLY NO AGENCIES