IT Systems Support Associate

About the Role

The IT Systems Support Engineer is part of Pret’s IT team, providing outstanding 2nd line technical support across the US shop estate and Support Centre. This role acts as a key technical point of contact for shop and Support Centre technology issues, working closely with the Helpdesk, wider IT team, technology suppliers, and business stakeholders. The role will take end-to-end ownership of 2nd line incidents and requests, resolve issues where possible, and ensure appropriate escalation, communication, and follow-through. The IT Systems Support Engineer will also support new shop openings, technology projects, and service improvement activity.

Key Responsibilities

IT 2nd Line Support (75% of Time)

• Administration of IT systems, including Active Directory, Azure, and Microsoft 365 Admin Center.
• Management of the Meraki Admin Portal, including switches, firewalls, and access points.
• Management of the IT Department ServiceNow ticketing system and maintenance of accurate records.
• Administrative support for employee time clocks and Okta, including Okta Verify and applications.
• Acting as a key point of contact for end user support requests and providing remote access support.
• Troubleshooting and resolving technology issues, escalating to other IT teams and 3rd parties as required.
• Provisioning new starters, including laptops, mobile phones, accounts, and remote access.
• Ensuring joiner and leaver processes are completed accurately and in a timely manner.
• Managing technology vendors and services including Oracle, EPOS credit card machines, EPOS thermal printers, retail sound systems, POTS lines, ISP, and Wi-Fi.
• Repairing and replacing EPOS equipment.
• Maintaining an accurate IT inventory and supporting documentation.
• Monitoring network alerts and addressing issues.
• Taking end-to-end ownership of 2nd line support calls logged through the Helpdesk, ensuring resolution within agreed SLAs.
• Upskilling shop teams to troubleshoot hardware and bespoke Pret software issues.
• Resolving issues on-site where possible.
• Continually monitoring call queues to ensure response times, SLAs, and business requirements are met.
• Providing proactive communication to shops and Support Centre employees on issue and resolution progress.
• Accurately assessing business impact for effective prioritization.
• Reviewing documentation and toolsets to ensure the knowledge base remains accurate and is shared across the team.
• Helping to maintain and support interfaces between tills and payment software.
• Meeting and continually driving improvements against team targets and KPIs.
• Following the induction process and providing support to new starters.
• Identifying opportunities to continually improve the service offered to new and existing shops.
• Following the NSO process and ensuring shops open on time and within the IT NSO budget.

Projects & International (15% of Time)

• Facilitating IT projects when required and working collaboratively with the wider IT team and business stakeholders.
• Reviewing the NSO process to ensure IT requirements remain current and support new shop openings to Pret standards.
• Providing flexibility to travel when and where required to support shops, projects, and operational priorities.

Service Improvements (10% of Time)

• Attending departmental meetings and building strong working relationships with other Pret teams, technology partners, and suppliers.
• Proactively identifying service improvement initiatives and opportunities to enhance team KPIs.
• Participating in departmental and 3rd party meetings where required.
• Maintaining the knowledge base and IT Field Team procedures.
• Taking ownership of personal development and agreed performance targets.

Requirements & Tech Stack

• Active Directory
• Azure
• Microsoft 365 Admin Center
• Meraki Admin Portal (switches, firewalls, access points)
• ServiceNow
• Okta (including Okta Verify)
• Oracle
• EPOS credit card machines
• EPOS thermal printers
• POTS lines
• ISP
• Wi-Fi

Qualifications

• Excellent working knowledge of Pret’s day-to-day operations and internal systems.
• Customer-focused approach with a willingness to go the extra mile.
• Ability to demonstrate out-of-the-box thinking when dealing with challenging issues.
• Working knowledge of Oracle & Microsoft systems.
• Exemplary network troubleshooting skills.
• Ability to remain motivated and act with urgency.
• Adaptable to change.
• Reliable and self-motivated.
• Effective prioritization and ability to manage multiple competing priorities.
• Requirement to provide out-of-hours support via call-out on a rotation basis.
• Flexibility to travel when and where required.

Pret Behaviors

• Driven
• Analytical
• Courageous
• Adaptable
• Collaborative