First Line Support Technician

13th FloorManchester One53 Portland StreetManchesterM1 3LD

Hello, we’re Pret

Proud makers of freshly made food, organic coffee and big ideas. Across 750+ shops and 20+ countries, our teams are shaping the future of Pret through innovation, inclusion, great customer service and a shared passion for doing the right thing. We’re growing fast on our mission to be the hospitality employer of choice everywhere we operate – so it’s an exciting time to hop on board.

Growing good things

Pret is where passionate, hardworking, wonderful people (like you) find what they need to shine. Growth is at the heart of everything we do – from supporting our people to grow in confidence and skills to pursue their unique paths, to figuring out how to make our food and coffee even more delicious and accessible.

Whatwe’relooking for

We’relooking for passionate team players to bring joy to our customers every day.As a 1stLine Support Technician,you’llprovide IT support and administration duties to all end users seeking ITassistance. 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 isadvantageous.

Key responsibilities

• Manage and prioritise IT tickets, ensuring they are assigned to theappropriate teamsefficiently.

• Keep users informed on the status of their IT requests and providetimelyupdates.

• 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 asrequired.

• Being part of a shift-based system to help cover our global teams

Experience and Skillsrequired

• Strong enthusiasm for IT and a desire to build a career in IT support.

• Quick learner with the ability toretaintechnical 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 communicationskills with the ability to explain IT issues clearly.

• Friendly and approachable attitude, even under pressure.

Before you apply

This role is based at Pret’ssecondary 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) arerelatively infrequent, typically around 1 in every 11 shifts.

Weekend working is shared across the team, with an expectation ofroughly 1in 3 weekends.