Senior IT Support Technician

We have a new opportunity to join our IT Head Office Team at Pavers as a Senior IT Support Technician. This is a fulltime role and will be based at our York Head Office, Northminster Business Park.

We are looking for a proactive and technically capable individual to join our IT team, providing high-quality 2nd Line support to the business. This role will act as an escalation point from 1st line support, taking ownership of more complex technical issues, troubleshooting incidents through to resolution, and ensuring excellent customer service throughout.

In addition to day-to-day support responsibilities, the role will also contribute to IT project work, assisting with monitoring, improvements, upgrades, and new implementations. This is a great opportunity for someone who enjoys solving problems, working collaboratively, and developing their skills across both operational support and project delivery., * Deliver and promote continual improvement in service quality, automation, security posture, and end-user experience.

• Act as a 2nd line escalation point for tickets raised by 1st line support, taking ownership of more complex incidents and service requests through to resolution.
• Diagnose recurring issues, identify root causes, and suggest fixes to reduce repeat incidents.
• Support remediation of findings from internal/external audits, vulnerability scans, penetration testing, or cyber maturity assessments.
• Support in cyber remediation activities to implement security improvements.
• Contribute to the creation, maintenance, and enforcement of IT policies, processes, and procedures, ensuring they remain accurate and aligned with security and compliance requirements.
• Provide advanced troubleshooting across end-user and infrastructure issues including Windows OS, Microsoft 365, networking, printers, mobile devices, and business applications.
• Ensure tickets are logged, categorised, prioritised and updated accurately within the ITSM tool, meeting agreed SLAs and internal service standards.
• Provide technical guidance and coaching to 1st line colleagues, supporting skills development and knowledge sharing.
• Assist with Active Directory (AD) auditing, including reviewing users, groups, permissions, and access controls.
• Support Microsoft 365 auditing, including mailbox access, admin actions, licensing reviews, and identifying misconfigurations or security risks.
• Assist with Entra ID (Azure AD) auditing, including access reviews, conditional access checks, MFA enforcement, identity lifecycle controls, and role-based access (RBAC).
• Liaise with third-party vendors and service providers to escalate and resolve incidents where required.

Here's what we are looking for in a Senior IT Support Technician

• Identity & Access - strong working knowledge of Active Directory and Microsoft Entra ID, including account lifecycle management, group/role permissions, privileged access, and access review/auditing practices.
• Microsoft 365 administration and auditing - experience supporting and auditing Microsoft 365 (e.g., Exchange Online, SharePoint/OneDrive, Teams), with the ability to identify risky configurations, investigate activity, and support remediation actions.
• Project delivery support and technical implementation - proven experience supporting projects through planning, testing, rollout and post-go-live support, including contributing to documentation, process improvements, and stakeholder communications.

Do you have experience in Windows?, This individual should have strong technical knowledge, great communication skills, and the ability to prioritise effectively in a fast-paced environment.

• A competitive salary dependent on experience.
• Discretionary annual bonus scheme

And that's not all - working for Pavers comes with so much more to enjoy:

• Generous colleague discount scheme - some of which can be shared with your family and friends!
• Holiday entitlement that increases with service
• Company contribution pension
• Free on-site parking at Head Office
• Pavers Academy - enter a world of training at your fingertips!
• Pavers Foundation - nominate a cause close to your heart to receive a donation!
• Wellbeing and financial support through RetailTRUST
• Life Assurance Scheme

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 receive recognition as a 3* Employer with 'World Class' levels of workplace engagement and the '2nd Best Retailer to Work For' by Best Companies in November 2024. At Pavers, we attribute the talents, passion, and dedication of our colleagues as the reasons for our success.