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:
Were a trusted brand : there is a reason why weve been in business for over 100 years and show no signs of slowing down.
Well welcome you: work plays a significant part in all of our lives, so weve built a happy and inviting environment, full of friendly colleagues who are proud to work together.
Well invest in you: our people are at the heart of everything we do. Which is why were passionate about helping you reach your full potential. We build success together.
Well 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 Engineer your 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.
About the Role Working as our Technical Support Engineer your 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.
Requirements 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
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