Job Description

The Vacancy
We have an opportunity for an IT Support Technician to join our IT Service Desk 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.
This role is offered as a full-time permanent opportunity, and is based at our York Head Office, Northminster Business Park. You will be required to do some rotational weekend working (1 in 5 - time in Lieu given - this does not need to be on-site).
This opportunity comes with a competitive salary dependent on experience.
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 if you drive) across the UK and Ireland to assist in new store installations and configuration while working alongside our shop opening teams. Due to the spread of our Store network a driver's licence is desirable.
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.
Let's see what else is in it for you:

• Generous Colleague 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

Snap Shot of your duties as an 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.

What you'll need to be an IT Support Technician

• Previous IT Support experience or hold an IT related degree (Essential)
• Troubleshooting, diagnostic or IT support skills (Essential)
• Experience installing operating systems (Essential)
• Worked with ticketing systems (Desirable)
• Windows Server administration skills including server tasks & command prompts (Desirable)
• Experience with scripting e.g. PowerShell (Desirable)
• Have customer service experience, with the ability to build rapport easily (Desirable)
• Driver's license (Desirable)

The Company
The Pavers story began in York in 1971 when Catherine Paver took out a 200 bank loan (for a sofa she told them) to fund her new business. She had big dreams of changing the world of footwear and a passion to provide comfortable and stylish shoes for all.
Starting small, she sold shoes at village halls and homeware parties before opening the first Pavers shop in Scarborough in 1981, when Catherine's three sons joined the business. One of her sons, Stuart, ran the business as Managing Director for over 40 years, joined by his son Jason in 2016. As of September 2023, Jason Paver is now the Managing Director of Pavers Ltd, with Stuart Paver moving to Chairman, taking the company into the 3rd generation of family run leadership.
From these modest beginnings, Pavers Shoes has grown to be a UK leader in today's footwear industry, with over 180 stores nationwide encompassing our more recently acquired brands including Jones Bootmaker, Herring Shoes, Padders & Van Dal.
We remain acquisitive, highly profitable, and are an ever-growing, independent family-run business, employing over 1,900 people.
We were delighted to be recognised as a 3* employer for workplace engagement and to receive an 'Excellent' rating for our Employee Experience from WorkL in June 2025. At Pavers, we believe our success is driven by the talent, passion, and dedication of our colleagues, and we're proud to see that reflected in this achievement.
Benefits
Holidays that increase with service
Company Pension Contribution
Wellbeing Assistance through Retail Trust
Enhanced Maternity, Paternity and Adoption Pay
Gym
Discounts
Multiple Retailer
Discounts

Skills Required