1st Line Support Technician

About the role

We are looking for a passionate 1st Line Support Technician to join Pret’s Support Centre. In this role you will provide IT support and administration to end‑users, handling tickets, password resets, account creation and device provisioning across our global operations.

Key responsibilities

• Manage and prioritise IT tickets, ensuring efficient assignment.
• Keep users informed on the status of their IT requests with timely updates.
• Respond to SOC alerts, verify incident information and take appropriate action.
• Update antivirus software, isolate assets and verify user actions.
• Diagnose and resolve IT issues such as password resets, system reboots and access permissions.
• Serve as the first point of contact for IT support via phone, email and chat, logging all issues correctly.
• Escalate complex or unresolved issues to senior team members according to SLA requirements.
• Support the setup and configuration of hardware including mobile phones, tablets, laptops and desktops.
• Carry out IT administration tasks across core business systems.
• Maintain and update knowledge‑base documentation to improve internal processes.
• Monitor Service Desk activity to ensure queries are addressed, followed up and escalated when needed.
• Install, configure and troubleshoot software applications as required.
• Participate in a shift‑based schedule to provide coverage for global teams.

Required profile

• 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.

Required skills

• Experience with IT ticketing systems.
• Password reset and user account management.
• Antivirus software update and asset isolation.
• Basic hardware provisioning (mobile devices, tablets, laptops, desktops).
• Software installation and configuration.
• Handling of SOC alerts.
• Familiarity with POS systems (advantageous).