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First Line Support Technician

Pret A Manger
Manchester, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

Key responsibilities

  • Manage and prioritise IT tickets, ensuring they are assigned to the appropriate teams efficiently.
  • Keep users informed on the status of their IT requests and provide timely updates.
  • Respond to SOC Alerts and contact and verify the incident related information.
  • Update Antivirus, isolate assets, verification of user action.
  • Diagnose and resolve IT issues, including password resets, system reboots, and access permissions.
  • Serve as the first contact for IT support through phone, email, and chat, ensuring all issues are logged correctly.
  • Escalate complex or unresolved issues to senior team members in line with SLA requirements.
  • Support the setup and configuration of IT hardware, including mobile phones, tablets, laptops, and desktops.
  • Carry out IT administration tasks across core business systems.
  • Maintain and update knowledge base documentation to enhance internal processes.
  • Monitor and track IT Service Desk activity to ensure queries are being addressed, followed up, and escalated where needed.
  • Install, configure, and troubleshoot software applications as required.
  • Being part of a shift-based system to help cover our global teams
  • Experience and Skills required
  • Strong enthusiasm for IT and a desire to build a career in IT support.
  • Quick learner with the ability to retain technical information.
  • Self-motivated and proactive in addressing IT challenges.
  • Excellent attention to detail.
  • Strong analytical and troubleshooting skills.
  • Ability to prioritise and manage multiple tasks in a fast-paced environment.
  • Excellent customer service skills with a problem-solving approach.
  • Experience working in a collaborative, team-based environment.
  • Strong communication skills with the ability to explain IT issues clearly.
  • Friendly and approachable attitude, even under pressure.
  • Before you apply
  • This role is based at Pret’s secondary office in Manchester. We work on a 24/7 shift pattern to keep things running smoothly around the clock. Shifts rotate across the following times:
  • 07:00 – 15:30
  • 10:00 – 18:30
  • 15:00 – 23:30
  • 23:00 – 07:30
  • Night shifts and late starts (15:00) are relatively infrequent, typically around 1 in every 11 shifts.
  • Weekend working is shared across the team, with an expectation of roughly 1 in 3 weekends.
  • Life at Pret In the office Our offices are where teams come together to collaborate, connect and bring great ideas to life. Wherever you're based, you'll find: Individual ways to grow: fully funded professional qualifications, leadership development and informal and formal mentoring Diversity & belonging: Everyone’s welcome at Pret – you’ll be valued for who you are and supported to feel confident in yourself and your skills Pace & variety: Build a diverse skillset, meet some new people and learn (a LOT) Community & purpose: We work together to creative positive change through the Pret Foundation Our values Be kind, honest and generous: bring genuine warmth and your authentic self to work every day Bring your passion: share our passion for food and exceptional customer service Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special
  • The perks
  • A Gold Card! That means when you’re in the office, your food and drinks are on us. And when you’re not, you get 5 free drinks a day and 50% off everything else
  • 33-38 days of annual leave (increasing with service)
  • Free private medical aid cover – with the option to add a loved one
  • 4-5% pension contribution (increasing with service)
  • Life assurance at 3x your annual salary
  • Loyalty awards to celebrate every 5 years you’re with us
  • And more – think: a flexible benefits platform, season ticket loans, a healthcare cash plan, mortgage services, financial wellbeing provisions, option to take a sabbatical after 3 years and opportunities to support our incredible charity, the Pret Foundation.
  • The Pret interview journey Step one: apply! Please don’t overly rely on the use of AI, we want to get to know you, not a robot. Then, if we move forward with your application, we’ll start the process with a 30-minute chat, so we can better understand your experience and skills. The next stage is to pop into our Head Office, where you’ll have a one-hour interview with the hiring team. Those are the basics, but depending on the role, we might ask you to complete a task, spend time in our shops or meet someone else in the team. Throughout it all, you are entitled to reasonable adjustments if you have a disability. If this is the case, please let us know how we can help make the process more accessible for you.
  • Life at Pret
  • In the office
  • Our offices are where teams come together to collaborate, connect and bring great ideas to life. Wherever you're based, you'll find:
  • Individual ways to grow: fully funded professional qualifications, leadership development and informal and formal mentoring
  • Diversity & belonging: Everyone’s welcome at Pret – you’ll be valued for who you are and supported to feel confident in yourself and your skills
  • Pace & variety: Build a diverse skillset, meet some new people and learn (a LOT)
  • Community & purpose: We work together to creative positive change through the Pret Foundation
  • Our values
  • Be kind, honest and generous: bring genuine warmth and your authentic self to work every day
  • Bring your passion: share our passion for food and exceptional customer service
  • Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special
  • The Pret interview journey
  • Step one: apply! Please don’t overly rely on the use of AI, we want to get to know you, not a robot.
  • Then, if we move forward with your application, we’ll start the process with a 30-minute chat, so we can better understand your experience and skills. The next stage is to pop into our Head Office, where you’ll have a one-hour interview with the hiring team.
  • Those are the basics, but depending on the role, we might ask you to complete a task, spend time in our shops or meet someone else in the team.
  • Throughout it all, you are entitled to reasonable adjustments if you have a disability. If this is the case, please let us know how we can help make the process more accessible for you.

Qualifications

  • We’re looking for passionate team players to bring joy to our customers every day. As a 1st Line Support Technician, you’ll provide IT support and administration duties to all end users seeking IT assistance. Your role will involve handling IT support requests, including password resets, user account creation, file permission amendments, and configuration tasks on key operational systems. You will also support the Desktop Services team in provisioning mobile devices and laptop imaging.
  • Experience with POS systems is advantageous.
  • Key responsibilities
  • Manage and prioritise IT tickets, ensuring they are assigned to the appropriate teams efficiently.
  • Keep users informed on the status of their IT requests and provide timely updates.
  • Respond to SOC Alerts and contact and verify the incident related information.
  • Update Antivirus, isolate assets, verification of user action.
  • Diagnose and resolve IT issues, including password resets, system reboots, and access permissions.
  • Serve as the first contact for IT support through phone, email, and chat, ensuring all issues are logged correctly.
  • Escalate complex or unresolved issues to senior team members in line with SLA requirements.
  • Support the setup and configuration of IT hardware, including mobile phones, tablets, laptops, and desktops.
  • Carry out IT administration tasks across core business systems.
  • Maintain and update knowledge base documentation to enhance internal processes.
  • Monitor and track IT Service Desk activity to ensure queries are being addressed, followed up, and escalated where needed.
  • Install, configure, and troubleshoot software applications as required.
  • Being part of a shift-based system to help cover our global teams
  • Experience and Skills required
  • Strong enthusiasm for IT and a desire to build a career in IT support.
  • Quick learner with the ability to retain technical information.
  • Self-motivated and proactive in addressing IT challenges.
  • Excellent attention to detail.
  • Strong analytical and troubleshooting skills.
  • Ability to prioritise and manage multiple tasks in a fast-paced environment.
  • Excellent customer service skills with a problem-solving approach.
  • Experience working in a collaborative, team-based environment.
  • Strong communication skills with the ability to explain IT issues clearly.
  • Friendly and approachable attitude, even under pressure.
  • Before you apply
  • 07:00 – 15:30
  • 10:00 – 18:30
  • 15:00 – 23:30
  • 23:00 – 07:30
  • Night shifts and late starts (15:00) are relatively infrequent, typically around 1 in every 11 shifts.
  • Weekend working is shared across the team, with an expectation of roughly 1 in 3 weekends.
  • Life at Pret
  • In the office
  • Individual ways to grow: fully funded professional qualifications, leadership development and informal and formal mentoring
  • Diversity & belonging: Everyone’s welcome at Pret – you’ll be valued for who you are and supported to feel confident in yourself and your skills
  • Pace & variety: Build a diverse skillset, meet some new people and learn (a LOT)
  • Community & purpose: We work together to creative positive change through the Pret Foundation
  • Our values
  • Be kind, honest and generous: bring genuine warmth and your authentic self to work every day
  • Bring your passion: share our passion for food and exceptional customer service
  • Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special

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