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 full-time role based at our York Head Office, Northminster Business Park. As part of the wider operational support team, the role will also involve participation in weekend working on a rota basis(lieu days given), helping to provide extended support coverage available for our Retail estate and the Warehouse.

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 and application-related issues, troubleshooting incidents through to resolution, or escalating to the relevant team, and ensuring a consistently high level of service for users across the business.

The role will primarily focus on maintaining the stability, availability, and performance of key business applications. This includes monitoring systems, investigating issues, supporting users, and working with internal teams and third-party suppliers to ensure applications continue to operate effectively.

As part of our ongoing digital evolution, you will also support the use of automation and AI-assisted tools to improve service efficiency, enhance user experience, and reduce repeat incidents., * Support store systems and hardware including POS/EPOS, PDQs, printers, handheld scanners, kiosks, and store networking.

• Support warehouse operational technologies such as RF devices, handhelds, and WMS-integrated applications.
• Monitor system health and proactively address issues affecting trading, fulfilment, or stock movement.
• Assist with setup, configuration, deployment, and lifecycle management of retail and warehouse hardware.
• Provide enhanced support during peak trading and operationally critical events.

Supplier & Third-Party Management

• Act as a primary contact for suppliers of applications, retail systems, and operational devices, coordinating escalations and tracking SLAs.
• Support supplier-led updates, firmware changes, patches, and system improvements; ensure safe, tested deployment.
• Maintain and update supplier escalation paths, responsibilities, and support documentation.
• Monitor supplier performance and identify service improvements.

Operational Readiness & Improvement

• Log, prioritise, and update incidents and service requests in the ITSM tool, meeting agreed SLAs and quality standards.
• Maintain and enhance IT policies, processes, documentation, and knowledgebase articles.
• Participate in testing system changes, updates, and deployments to ensure retail and warehouse readiness.
• Share knowledge and provide mentoring to 1st Line colleagues.
• Identify automation and efficiency opportunities within support processes.

Cross Team Collaboration

• Work with Retail Operations, Warehouse Operations, and Head Office departments to ensure IT services support daily operations.
• Support small-change work and enhancements to business applications and operational systems.

Do you have experience in Warehouse management system?, This individual should have strong technical knowledge and analytical skills, great communication skills, and the ability to prioritise effectively in a fast-paced environment., * Application & Retail System Support Expertise: Proven experience supporting operational business applications (e.g., POS/EPOS, PDQs, WMS-integrated tools), including configuration, troubleshooting, testing, and working with 3rd-party vendors on escalations.

• Identity, Access & Microsoft 365 Administration Strong knowledge of Active Directory and Microsoft Entra ID, including lifecycle management, permissions, authentication, and access reviews, combined with hands-on experience supporting and auditing Microsoft 365 services .
• Hardware, Devices & Network Troubleshooting: Skilled in diagnosing issues across distributed retail/warehouse technologies - including tills, handheld scanners, RF devices, printers, kiosks, and local store networking - ensuring stable operations in fast-paced trading environments.
• Awareness or interest in automation, scripting, or AI-supported IT service tools would be advantageous

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• On-site parking, * A competitive salary of up to £33,000 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.