1st Line Customer Support Engineer

Its Lolly; Essex; On-site; GBP 26,000 - 34,000; Full time

Job summary

Its Lolly Limited. is a UK-based digital commerce specialist seeking a motivated 1st Line Customer Support Engineer to join our growing support team.

You will deliver first-class technical assistance to customers using Lolly EPOS solutions. In this busy, customer-facing role you will troubleshoot hardware and software, log and manage tickets, communicate clearly with users, and collaborate with internal IT teams to resolve issues and meet SLAs.

Qualifications

• Background in IT support or IT administration.
• Strong communication skills with both technical and non-technical users.
• Ability to work effectively in a small, fast-paced team.
• Confident working in a busy customer-facing support environment.
• Positive, proactive attitude with a strong customer focus.

Responsibilities

• Provide technical support to customers via telephone, live chat, email, and remote access tools.
• Troubleshoot and resolve EPOS-related hardware and software issues.
• Carry out routine system checks and maintenance to ensure smooth operation.
• Log, manage, and take ownership of support tickets, escalating issues when required.
• Keep customers informed with clear and timely updates throughout issue resolution.
• Maintain accurate technical documentation and support reports.
• Work closely with internal IT teams and other departments to meet customer needs.
• Liaising with different stakeholders in a timely manner to resolve tickets & meet SLA.

Skills

IT support

IT administration

Customer focus

Communication skills

Team player

Job description

Lolly is a digital commerce specialist supporting hospitality and retail SMEs across the UK. We are looking for a motivated 1st Line Customer Support Engineer to join our growing support team. This role focuses on providing first-class technical assistance to customers using Lolly EPOS solutions.

Key Responsibilities:

• Provide technical support to customers via telephone, live chat, email, and remote access tools.
• Troubleshoot and resolve EPOS-related hardware and software issues.
• Carry out routine system checks and maintenance to ensure smooth operation.
• Log, manage, and take ownership of support tickets, escalating issues when required.
• Keep customers informed with clear and timely updates throughout issue resolution.
• Maintain accurate technical documentation and support reports.
• Work closely with internal IT teams and other departments to meet customer needs.
• Liaising with different stakeholders in a timely manner to resolve tickets & meet SLA.

Skills, Knowledge & Experience:

• Background in IT support or IT administration.
• Strong communication skills with both technical and non-technical users.
• Ability to work effectively in a small, fast-paced team.
• Confident working in a busy customer-facing support environment.
• Positive, proactive attitude with a strong customer focus.

Lolly provides enterprise-level EPOS solutions to hospitality and retail SMEs across the UK. Our platform scales seamlessly from single-site businesses to multi-location operations, offering real-time inventory, reporting, and management tools. We partner closely with our customers, providing end-to-end support as their businesses grow.