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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 great benefits package.
- Why this job: Make a real impact in a supportive environment that values your ideas.
- Qualifications: 1+ year of IT support experience and strong customer service skills.
- Other info: Opportunities for growth and recognition in a friendly team.
The predicted salary is between 30000 - 42000 £ per year.
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 service 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 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
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:
- Desktop installation, configuration and support
- Software installation, configuration and support
- First Contact support for Windows and Mac and mobile end user devices
- 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.
Technical Support Engineer employer: Ortopedia Carvalho Moinhos de Vento
Contact Detail:
Ortopedia Carvalho Moinhos de Vento Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Draper Tools. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting methods for both Windows and Mac systems, as well as your experience with Zendesk and remote management tools.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've handled difficult situations with users in the past. Remember, it's all about keeping that high level of customer satisfaction!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Draper Tools family.
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 relevant experience in IT support, especially with Windows and Mac systems. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for tech support and how you can contribute to our team. We love hearing about your problem-solving experiences and how you’ve made a difference in previous roles.
Show Off Your Customer Service Skills: Since this role involves a lot of interaction with users, highlight any customer service experience you have. We value great communication, so let us know how you've successfully helped customers in the past!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our family at Draper Tools!
How to prepare for a job interview at Ortopedia Carvalho Moinhos de Vento
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of PC hardware and software, especially Windows 11 and Office 365. Be ready to discuss troubleshooting techniques and any experience you have with Mac environments, as this could give you an edge.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples of how you've successfully resolved issues for users in the past. Highlight your ability to communicate technical information clearly to those who may not be tech-savvy.
✨Familiarise Yourself with Zendesk
As you'll be maintaining the Zendesk ticket system, it’s crucial to understand how it works. If you have prior experience, be ready to share specific instances where you effectively managed tickets or improved processes.
✨Demonstrate Team Spirit
Draper Tools values collaboration, so think of examples that showcase your ability to work well within a team. Discuss how you've contributed to team success in previous roles, especially in a service desk environment.
