IT Systems Support Associate

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 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.

• 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 Service Now 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…