IT Support Technician

We are further growing our IT Service Desk Team and have an opportunity for an IT Support Technician to join our IT department. The IT Service Desk is a busy and fast paced environment, with new challenges and opportunities to learn and grow, occurring on an almost daily basis.

Our Service Desk team support the whole business, Head Office, Warehouse and our ever-growing estate of Retail Stores. As part of the team, you'll be part of the first line support for Infrastructure & Systems queries and at times will travel to our stores(pool car provided) across the UK and Ireland to assist in new store installations and configuration while working alongside our shop opening teams.

You will work closely with all areas of the business, delivering day-to-day support to numerous colleagues, ensuring day-to-day operations continue. You need to have strong interpersonal skills, with a can-do attitude and enjoy aiding colleagues who aren't as confident working with technology.

This role is offered as a full time permanent opportunity, with great potential to grow within the wider IT department over time. You'll be based at our York Head Office(YO26 6QU) and be required to do store visits and some rotational weekend working (1 in 5 - time in Lieu given). You would not be required to do weekend working in the office. Due to the spread of our Store network a drivers licence is essential.

Salary & Benefits for our IT Support Technician

Up to £27,000 depending on experience;

• Generous Staff Discount
• Discretionary Annual Bonus scheme  
• Free onsite parking at York Head Office
• Death In Service Benefit
• Holiday Entitlement (Increases with service)  
• Company Contribution Pension  
• Access to RetailTRUST (Wellbeing & Financial Support)
• Access to the Pavers Foundation: employee-led grant application and charitable giving scheme
• Access to wider training and development opportunities through Pavers Academy

Main duties of our IT Support Technician

• Providing high level, quality and timely support to retail, head office and warehouse personnel in line with KPIs and SLAs.
• Act as the first point of contact for retail support, including EPOS, Back Office, Tablets and associated store infrastructure.
• Build strong relationships with end users and members of the IT team.
• Provide a spontaneous and quick resolution to incidents or service requests within internal SLAs.
• Maintain the help desk including incidents, faults, service levels and response, trends, resolutions.
• Escalate incidents to the IT Service Desk Manager and other IT team members where appropriate.
• Supporting the shop opening team, scheduling, provisioning and undertaking new EPOS/Back Office installations.
• To supply, commission, upgrade and configure Hardware & Software as directed by the IT Service Desk Manager.
• Document and maintain settings and configurations.
• Support internal compliance including maintaining Software License Management, PCI Compliance and Asset Management.
• Carry out duties in accordance with Company and IT Policy and Procedures, contribute to improving and determining standards.

About you

• Previous IT Support experience or hold an IT related degree
• Have customer service experience, with the ability to build rapport easily
• Troubleshooting, diagnostic or IT support skills
• Windows Server administration skills
• UK Driver's license is essential

About Us

At Pavers we are passionate about providing comfort and happiness to our customers, and we make sure to employ people who are as passionate as we are. We always look for happy, confident, upbeat people, and we provide great jobs in a supportive family environment for them. We know that without our colleagues there is no business, and so the better we look after you, the better service you will provide our customers.

Pavers is a growing, highly profitable, independent family-run business with a strong balance sheet, employing over 1,800 people across our estate of circa 200 Stores, Head Office & Distribution Centre, and we remain acquisitive.

We were voted one of the Top 5 Employers in Retail in the UK in 2020 and were recognised as a 3* Employer with 'World Class' levels of workplace engagement by Best Companies in 2023 and 2024. At Pavers we truly believe the talents, passion, and dedication of our employees are the reasons for our success. As of 2023 we are working towards obtaining menopause friendly status.

In 2021 we became the first major retailer to achieve Carbon Neutral status and have proudly maintained this standard ever since. Championing sustainability is at the heart of everything that we do, and we're committed to changing the future of retail for the better acting in an environmentally and socially responsible manner.

Giving back is in our nature as a Business and in 2018 we established the Pavers Foundation, in the memory of our late founder, Catherine Paver. Since then, the Foundation has awarded grants for causes close to our colleagues' hearts for; community, education, and areas of health, totalling more than £2m, growing year on year.

If this sounds like the kind of business you'd like to know more about, we'd love to hear from you - please apply today for the role of IT Support Technician.