Salary: £24,000 - 50,000 per year Requirements: 12 months experience providing 1st/2nd line support. Ability to provide clear advice to customers with limited technical knowledge (internal or external). Proficient in PC and laptop diagnostics and repair, including component upgrades. Experience with Microsoft Windows 11 support and troubleshooting. Familiarity with Office 365 administration (licenses, permissions, user changes). Proficiency in Office 365 applications (Word, Excel, Teams). Knowledge of Active Directory (password resets, user account creation, and changes). Intune experience, including creation and maintenance of policies. Experience using remote management tools (RMM). Familiarity with the Zendesk ticketing system. End-user support for Mac environments. A strong team player who contributes to the success of the Service Desk and wider organizational objectives. Responsibilities: Manage, troubleshoot, and provide resolution of service incidents across IT and WAN products and services, including desktop installation, configuration and support. Manage software installation, configuration, and support. Provide first contact support for Windows, Mac, and mobile end-user devices. Assist in basic server configuration and support. Maintain the current Zendesk ticket system, ensuring 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, coordinate, and maintain relationships with internal teams as required. Proactively update and monitor existing IT systems to ensure they remain up to date. Assist on technical projects for technology deployments/upgrades as required by the business. Technologies: Active Directory Hardware Support Mobile Office 365 Windows Zendesk More: We are seeking a Technical Support Engineer to join our IT department. In this role, you will troubleshoot IT-related issues in person, by telephone, messaging, or email, ensuring problems are resolved accurately and efficiently. An understanding of PC hardware setup and configuration is essential, and any knowledge of supporting Mac desktop environments would be advantageous. At Draper Tools, a family business with a rich history, we pride ourselves on our strong supportive culture and passion for continuous improvement. We believe everyone can make a difference, values opinions, and embrace new ideas. Our team enjoys a collaborative approach to change, with many employees having been with us for over 25 years. As proud winners of Employer of the Year 2025 at the Solent 250 Awards, we offer a trusted brand with a happy and inviting work environment. We are invested in our people, offering opportunities to reach their full potential and recognizing great work through a comprehensive benefits package. Benefits include flexible working hours, 25 days holiday with the option to purchase additional leave, a pension scheme, a medical cash plan, and discounts on Draper products and services, among others. Please note that this role is based full-time at our Head Office in Chandlers Ford, with some requirements to visit our warehouse site in North Baddesley; therefore, a driving license is essential. last updated 6 week of 2026