IT Support Technician

People at Pret work hard, have fun, learn a lot and really grow. Right now, we’re looking for three passionate IT Support Technician to join us.

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

This is a ‘hands-on technical resolution role which reports into the IT Support Team Lead. This role will be working as part of a team of technicians dealing with escalated second line incidents and requests, that will be received and logged through our 1st line support function. The role is responsible for ensuring all tickets are dealt with from being received to resolution with a focus on excellent customer service and quality. Responsible for supporting a wide range of end users from all levels in the organization. The primary purpose of the role is to ensure continued Service Delivery by appropriately managing the tickets assigned and ensuring a timely and professional resolution within KPI’s.

This role will be required to work with all members of the Core IT team (Service Delivery, Infrastructure, Business Support and Cyber Security) as well as the retail technology team to provide reactive support and resolution to issues as well as communicate with our third party support providers to ensure resolution of issues as required.

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 to
• increase FCR and FLR, where possible.
• Act as the primary escalation point for unresolved 1st Line issues, and further escalate as required.
• 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.
• 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
• To carry out routine configuration and installation of software and hardware
• The role may be required to participate in out-of-hours project work from time-to-time as business needs arise.
• The role will be required to participate in an ‘on-call’ rota as part of the core support team and this will be on a rotating basis that covers out of hours.

Skills and Experience

• Strong customer-service orientation and ‘customer first’ mindset.
• Previous 1st or 2nd line experience in an IT Support/Services role
• Good working understanding of ITIL practices (Incident/Request as a minimum)
• Previous experience working within a fast-paced IT environment .
• Experience of working with and supporting key Microsoft applications (M365/Azure)
• 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
• Desktop security management – Crowdstrike and Defender

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

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 Tuesday 21st January 2025.