1st Line Support Technician

1st Line Support Technician

At Pret, We Believe in Growing Good Things.

Growth is at the heart of everything we do. From the freshly hand-made food we create every day, to supporting our teams, we help our people grow in confidence, skills and to pursue their unique paths.

What we're looking for

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.

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. We operate a 24x7 pattern which vary between: 07:00 - 15:30, 10:00 - 18:30, 15:00 - 23:30, 23:00 - 7:30.
• Nightshift is one in 9 as is the 15:00 start.
• Weekends are approximately 1 in 3.

About you

• Be kind, honest and generous: bring genuine warmth and your authentic self to work every day.
• Bring your passion: share our passion for exceptional customer service.
• Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special.
• 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.

We offer

• Competitive Salary plus 10% annual bons potential
• Gold Card: We love making people's day through our food and drinks. That goes for our teams too. That's why everyone gets a Gold Card. When you're in the office, your food and drinks are on us. And when you're not, you can use your Gold Card to get up to 5 Barista-made drinks a day, and 50% off everything else (food, snacks, bottled drinks - the lot).

A few more perks

• Up to 38 days of holiday including (flexi) Bank Holidays
• Free private medical cover, with the option to add family or partner at an additional cost
• 4% of your pension contribution matched by Pret
• Life assurance at 3x annual salary
• Loyalty award for 5, 10, 15, 20 years' service
• Flexi-time and hybrid working (3 days in the office, two days at home)
• Lifestyle savings
• Season ticket loans
• Healthcare cash plan
• Financial wellbeing provisions
• Free mortgage services
• Sabbatical after 3 years
• Opportunities to support our charity, The Pret Foundation

We also offer

• Individual ways to grow - We offer lots of opportunities for learning, whether you join us for a short stint or the long game, you're good to grow with us. Including fully funded professional qualifications, leadership development and mentoring.
• Diversity and belonging - Everyone is welcome at Pret, we want you to feel confident and valued for who you are and to truly belong.
• Pace and variety - Our work is fast paced with lots of variety, you'll build a diverse skill set and learn a lot!
• At Pret, we're proud to make a positive impact through The Pret Foundation. From tackling homelessness to reducing food waste, you'll be part of meaningful change in your community and beyond.

Our values

• Happy Teams Happy Customers
• Amazing Standards Every day
• Never Standing Still
• Doing The Right Thing

Deadline to apply for this role: 5/10/2026 at Midnight

We'd love to get to know you, not a robot, so please do not rely on AI to complete your application.