Technical Support Engineer

Why work for us?

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!

About the Role

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; escalate 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.</li...