At a Glance
- Tasks: Troubleshoot IT issues and provide top-notch support to users.
- Company: Join Draper Tools, a family-run business with a rich history.
- Benefits: Enjoy flexible hours, 25 days holiday, and a range of employee discounts.
- Other info: Opportunity for career development in a friendly, collaborative environment.
- Why this job: Be part of a supportive team that values your input and growth.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
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Technical Support Engineer in Eastleigh employer: Draper Tools
At Draper Tools, we pride ourselves on being more than just a workplace; we are a family that values history, heritage, and the success of our people. As a Merchandiser in Northern Ireland, you will enjoy a supportive work culture that fosters innovation and continuous improvement, alongside generous benefits such as a company van, 25 days holiday, and a private health scheme. With opportunities for personal growth and a commitment to employee well-being, Draper Tools is an excellent employer for those seeking a meaningful and rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in Eastleigh
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Draper Tools. Understand their values, culture, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves resolving IT issues, brush up on your technical knowledge and be ready to demonstrate your problem-solving abilities during the interview. Maybe even prepare a few examples of past experiences where you successfully resolved issues.
✨Tip Number 3
Show off your customer service skills! As a Technical Support Engineer, you'll need to communicate effectively with users who might not be tech-savvy. Be prepared to discuss how you've helped customers in the past and how you can maintain high levels of satisfaction.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join Draper Tools. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Technical Support Engineer in Eastleigh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT support, especially with Windows and Mac environments. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your technical know-how!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re passionate about tech support and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Customer Service Skills:Since this role involves a lot of interaction with users, make sure to highlight any customer service experience you have. We love candidates who can communicate clearly and helpfully, so let that shine through in your application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us. Plus, it’s super easy!
How to prepare for a job interview at Draper Tools
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around PC hardware setup, Windows 11 support, and Office 365. Be ready to discuss your experience with troubleshooting and how you've resolved issues in the past.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that showcase your excellent customer service skills. Think about times when you’ve turned a frustrated user into a satisfied one!
✨Familiarise Yourself with Zendesk
As the job mentions using Zendesk for ticket management, it’s a good idea to familiarise yourself with its features. If you have experience with it, be ready to share specific instances where you used it effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you might need to troubleshoot a problem on the spot. Practice explaining your thought process clearly and concisely, as this will demonstrate your problem-solving abilities.
