1st Line Support Technician

Pret A Manger; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Gold Card

Hybrid working

Private medical cover

Pension matched

Job summary

Pret A Manger is seeking a 1st Line Support Technician in London to provide IT support and administration across end users and key operating systems. You will assist with password resets, account creation, file permissions, and device imaging, while supporting the Desktop Services team with mobile devices.

POS experience is advantageous. You’ll join a fast-paced team, with 24x7 style shifts and hybrid work expectations.

Qualifications

• Experience providing IT support and handling service requests.
• Experience with POS systems is advantageous.
• Strong communication and customer service skills.

Responsibilities

• Manage and prioritise IT tickets, ensuring they’re assigned to the right teams.
• Keep users informed on the status of their IT requests.
• Respond to SOC alerts and verify related information.
• Update antivirus, isolate assets and verify user action.
• Diagnose and resolve IT issues including password resets and access permissions.
• Serve as the first contact for IT support via phone, email and chat.
• Escalate complex issues to senior team members per SLA requirements.
• Support setup and configuration of IT hardware (mobile, laptops, desktops).
• Carry out IT administration tasks across core business systems.
• Maintain and update knowledge base documentation.
• Monitor IT Service Desk activity and ensure queries are addressed and escalated when needed.
• Install, configure and troubleshoot software applications.
• Demonstrate enthusiasm for IT and a career in IT support.
• Prioritise and manage multiple tasks in a fast-paced environment.
• Provide excellent customer service with a problem-solving approach.
• Collaborate effectively in a team-based environment.
• Explain IT issues clearly to non-technical users.
• Be friendly and approachable, even under pressure.

Skills

IT support

Customer service

Communication

Troubleshooting

Tools

POS systems

Job description

1st Line Support Technician

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 employer of choice in hospitality, everywhere we operate – so this an exciting time to hop on board.

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. Pret is where passionate, hardworking, wonderful people (like you!) find what they need to shine. And the proof is in the pudding – over 80% of our Managers started on the shop floor! So did 20% of our Support Centre teams, including our CEO, Pano.

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.

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.
• 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.
• 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.

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!
• Community and purpose - We’re proud to make a difference through The Pret Foundation, from tackling homelessness to reducing food waste and creating positive change for people and communities.

Our values

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

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

The interview journey

Every interview process at Pret begins with the same two stages. First, you’ll have a relaxed 30-minute conversation with our recruitment team so we can get to know you and your experience. Next, you’ll be invited to a one-hour, in-person interview with the hiring manager at our Head Office in London Victoria.

Depending on the role and function, there may be additional stages. These could include time spent in one of our shops, completing a task, or meeting a senior leader.

Before you apply

This role is based at Pret’s Support Centre in London Victoria, where we work in a hybrid way - typically three days a week in the office.

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