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For Companies 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.
- 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.
- Other info: Opportunity for career development in a friendly, collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
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.
About the Role
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.
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. xiskglj This will direct you to our Applicant Tracking System where you will be able to apply for the role.
STRICTLY NO AGENCIES
Technical Support Engineer employer: Draper Tools
Contact Detail:
Draper Tools Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨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
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.