1st Line Support Technician Full Time

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.

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 1 st 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.

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 food and exceptional customer service.
• Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special.

We offer

• £27,000 per annum plus 10% bonus 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

• You’ll get 33 days of annual leave (including flexible Bank Holidays), increasing to 38 days the longer you’re with us.
• Free private medical cover, with the option to add family or partner at an additional cost
• 4% of your pension contribution matched by Pret, rises to 5% after 5 years
• Life assurance at 3x annual salary
• Loyalty award for 5, 10, 15, 20 years’ service
• Flexible Benefits Platform packed with lifestyle discounts
• 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

The interview journey

Every interview process at Pret begins with the same two stages. First, you’ll have a relaxed 30-minute conversation with the Hiring Manager 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 Manchester office.

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

Role

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.

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

Deadline to apply for this role: 12 th May 2026