IT Support Technician

Pret A Manger; Manchester; Hybrid; GBP 25,000 - 40,000; Full time

Job description

People at Pret work hard, have fun, learn a lot and really grow. Right now, we’re looking for a passionate IT Support Technician to join us in our Manchester (city centre) office.

About Pret
Pret is an international on-the-go food and drink retailer founded in 1986. Our purpose is to make every day a little bit brighter, through organic coffee, freshly prepared food, and exceptional customer service to millions of people. Pret runs hundreds of shops across the UK, France, USA, and Hong Kong, with additional shops run by franchise partners around the world.

Pret is transforming from a bricks-and-mortar focused retailer to a truly customer-centric digital business with a leading consumer brand that aims to stand for more than just ‘freshly made, healthy food, to go’. We’re aiming to better understand our customers and their preferences, so now is an exciting time to join us!

The Role
Are you a problem-solving tech enthusiast with a passion for delivering top-tier IT support? Do you thrive in a fast-paced environment? If so, we want you to be part of our dynamic IT team!

As a 2nd Line IT Support Technician, you’ll be at the heart of our IT operations, tackling escalated technical issues and ensuring seamless service delivery across the organisation. Reporting to the IT Support Team Lead, you’ll also work closely with 1st Line Support and 3rd line support teams to resolve complex incidents and requests while providing first-class customer service.
From troubleshooting retail technology to supporting business critical systems, you’ll play a vital role in keeping our tech running smoothly. You’ll collaborate with teams across IT (Service Delivery, Infrastructure, Business Support, and Cyber Security) and liaise with third-party providers to ensure swift and effective resolutions.

This is more than just a support role, it’s an opportunity to grow, innovate, and make a real impact.

Responsibilities

• 2nd Line Support IT Technician
• Review Incidents and Requests allocated to the IT Team and resolve within service level agreements.
• Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail.
• Provide extended support to 1st line technical teams and encourage/promote knowledge and learning within the team.
• Increase FCR and FLR, where possible.
• Ensure tickets are proactively managed and updated.
• Ensure users receive updates as per the SLA.
• Ensure major incidents are escalated to the correct internal and external support teams where required within a timely manner.
• Review and update knowledge base documents regularly and share learning/solutions with team members.
• Ensure tickets are completed as per the Incident Management and Request Fulfilment process.
• Carry out routine configuration and installation of software and hardware.
• Participate in out-of-hours project work from time to time as business needs arise.
• Participate in an ‘on-call’ rota as part of the core support team on a rotating basis that covers out of hours.

Skills and Experience

• Strong customer-service orientation and ‘customer first’ mindset.
• Experience of working with and supporting key Microsoft applications (M365/Azure).
• Previous 1st or 2nd line experience in an IT Support/Services role.
• Good working understanding of ITIL practices (Incident/Request as a minimum).
• Expertise in troubleshooting Pin Entry devices, Point of Sale systems, shop office computers, printers, Kitchen Display Screens, kitchen printers, Production Control Report tablets, and subscription scanners.
• Previous experience working within a fast-paced IT environment.
• Proven analytical and problem-solving abilities.
• Experience of supporting business operational specific systems and bespoke operational applications.
• Experience of working with and managing issues logged with 3rd party suppliers and vendors.
• Knowledge in the troubleshooting and support of laptop and desktop hardware, mobile devices, thin client terminals and varied printing devices.
• Knowledge of Office 365 support including licensing models, endpoint management and Azure administration.
• Knowledge of Active Directory, on premise and Azure.
• Strong knowledge of Microsoft-based operating systems (Windows 10 and 11) and ideally deployment methods SCCM/InTune.

Pret Offers

• Competitive salary and annual bonus.
• 33 days holiday a year including Bank Holidays.
• Private healthcare.
• Life assurance.
• Pret pension scheme.
• Season ticket loan.
• Free lunch and drinks.
• 50% discount in Pret shops worldwide.
• Great reward and recognition events.
• Legendary parties.

About Progression
Supporting our teams to grow is really important to us, which is why we have a Levelling and Progression framework designed to show how you can work your way up career levels in our Support Centre, showcasing different qualities you need to be brilliant every step of the way. This role is a Level 1 position with no line management responsibility.

At Pret, we embrace a hybrid working model, with our team spending three days a week in the office.

The deadline for applications for this role is 21/03/2025. We’re reviewing applications and shortlisting candidates as they come in, so we encourage you to apply early! Due to high interest, we may close the application process ahead of the deadline if we receive a large volume of strong applications.