First Line Support Technician

Pret A Manger (Europe) Ltd; Manchester; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Gold Card

Annual leave 33–38 days

Private medical aid

Pension 4–5%

Life assurance

Loyalty awards

Flexible benefits platform

Job summary

Pret A Manger (Europe) Ltd is seeking a 1st Line Support Technician based in Manchester. You will provide IT support to end users, handle password resets, account creation, file permissions and configuration tasks across key operational systems.

You will also help provision mobile devices and laptop imaging, with POS experience being advantageous. The role operates on a 24/7 shift pattern at Pret’s Manchester office, with weekend work and regular on‑site collaboration.

Qualifications

• Interest in building a career in IT support.
• Excellent communication and problem‑solving skills.
• Able to manage multiple IT tasks in a fast‑paced environment.
• Experience delivering good customer service in a team setting.

Responsibilities

• Handle IT support requests via phone, email and chat.
• Prioritize and manage IT tickets and assign to appropriate teams.
• Perform password resets, account creation and permissions changes.
• Assist with device provisioning and imaging for desktops and laptops.
• Update antivirus and maintain knowledge base documentation.
• Escalate unresolved issues per SLA and monitor ticket status.

Skills

IT enthusiasm

Strong communication

Customer service

Team collaboration

Tools

POS systems

Job description

13th Floor Manchester One 53 Portland Street Manchester M1 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.

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.
• 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.

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.

Hello, we’re Pret Life in our Shops Life in our Support Centre (75B)

Great customer experiences start with great teams. Explore the diverse career paths, skills and opportunities across our shops and Support Centre, and learn how our people bring the Pret experience to life every day.

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