IT Systems Support Associate

Job Description

About Pret A Manger: Building the US Future of a Beloved Global Brand

Pret US is at a defining moment. Backed by substantial investment and strategic commitment, we are not simply operating; we are transforming a beloved brand in the American market. With a newly established US Board and an entirely rebuilt senior leadership team, we are assembling exceptional talent to drive this ambitious vision forward.

This is an opportunity to join a winning team built on an ownership mindset, rapid learning, bias for action, and competitive drive. Our ideal candidates are resilient, flexible, comfortable with ambiguity, and data-driven. We are seeking leaders who thrive in dynamic, high-stakes environments and are energized by the challenge of building something remarkable.

As part of the Pret US team, you will work directly with seasoned leaders who understand turnarounds, scaling operations, and delivering results. If you are driven to exceed ambitious goals, make bold decisions, and build a brand that matters, this is where you belong. Join us in writing the next chapter of Pret in America.

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. The role utilizes strong knowledge of Pret’s systems and operating environment to prioritize issues effectively, minimize operational disruption, and ensure colleagues and shops receive a high level of service. 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 across the US and the UK, 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 where wider support is required. The IT Systems Support Engineer will also support new shop openings, technology projects, and service improvement activity.

Responsibilities

IT 2nd Line Support – 75% of Time

• Administration of IT systems, both on premise (servers) and in the cloud, including Active Directory, Azure and Microsoft 365 Admin Center
• Manage the Meraki Admin Portal, including switches, firewalls and access points
• Manage the IT Department ServiceNow ticketing system and maintain accurate incident, request and query records
• Provide administrative support for employee time clocks and Okta, including Okta Verify and applications
• Act as a key point of contact for end user support requests and provide remote access support
• Provide end user support, troubleshoot and resolve technology issues, escalating to other IT teams and 3rd parties as required
• Provision new starters, including laptops, mobile phones, accounts and remote access, and provide orientation on existing technology
• Ensure joiner and leaver processes are completed accurately and in a timely manner
• Manage technology vendors and services including Oracle, EPOS credit card machines, EPOS thermal printers, retail sound systems, POTS lines, ISP and Wi-Fi
• Repair and replace EPOS equipment to support efficient shop operations
• Maintain an accurate IT inventory and supporting documentation
• Monitor network alerts to ensure systems are operating effectively and address issues as they arise
• Take end-to-end ownership of 2nd line support calls logged through the Helpdesk, ensuring incidents and queries are resolved within agreed SLAs or passed to the appropriate owner
• Upskill shop teams where appropriate so they can troubleshoot hardware and bespoke Pret software issues quickly
• Resolve issues on-site where possible at the time of the visit
• Continually monitor call queues to ensure response times, SLAs and business requirements are met
• Provide proactive communication to shops and Support Centre employees on issue and resolution progress
• Accurately assess business impact to support effective prioritization.
• Review documentation and toolsets to ensure the knowledge base remains accurate and is shared across the team
• Help maintain and support interfaces between tills and payment software
• Meet and continually drive improvements against team targets and KPIs
• Follow the induction process and provide support to new starters; ensure the starter/leaver process is followed
• Identify opportunities to continually improve the service offered to new and existing shops
• Follow the NSO process and ensure shops open on time and within the IT NSO budget, escalating issues that may affect trade

Projects & International - 15% of Time

• Facilitate IT projects when required and work collaboratively with the wider IT team and business stakeholders to support successful delivery
• Review the NSO process to ensure IT requirements remain current and support new shop openings to Pret standards, on time and within budget
• Provide flexibility to travel when and where required to support shops, projects and operational priorities

Service Improvements – 10% of Time

• Attend departmental meetings and build strong working relationships with other Pret teams, technology partners and suppliers
• Proactively identify service improvement initiatives and opportunities to enhance team KPIs.
• Participating in departmental and 3rd party meetings where required
• Maintain the knowledge base and IT Field Team procedures to support consistent service delivery
• Take ownership of personal development and agreed performance targets

Skills and experience

• Excellent working knowledge of Pret’s day-to-day operations and internal systems
• Customer-focused approach with a willingness to go the extra mile when delivering service
• 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

Pret Behaviors

• Driven
• Analytical
• Courageous
• Adaptable
• Collaborative

Additional Information

• There is a requirement to provide out-of-hours support via call-out on a rotation basis for evenings, weekends and bank holidays
• This role for Pret and this description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work.

Benefits and Salary

• Competitive salary and performance bonus
• Comprehensive medical, dental, and vision benefits
• 401(k) with company match
• Generous paid time off and company holidays
• Free Pret food and coffee
• Professional development and career growth within a global brand
• The base salary pay range for this role is $68,000 - $70,000. Compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and the specific work location of New York, New York, United States. In addition, you will be eligible for a discretionary bonus if you are an active employee as of fiscal year-end.