L1 Help Desk Engineer - SaaS Support & Customer Champion

Lumya Living; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

LUMYA Living is seeking a L1 Help Desk Engineer to be the first point of contact for LOS customer support inquiries. You will triage, diagnose and resolve common platform issues, escalating more complex matters to L2/L3 while maintaining meticulous ticket records.

You will engage across email, live chat, phone and the support portal, ensuring timely responses, clear communication and a calm, helpful service experience for clients and internal teams alike.

Qualifications

• Experience in a customer-facing support or help desk role.
• Excellent written and verbal communication in English.
• Strong problem-solving and troubleshooting skills.
• Familiarity with SaaS applications and basic IT concepts.

Responsibilities

• Triage requests and manage tickets across channels within SLA.
• Diagnose and resolve common LOS issues and document steps.
• Escalate complex issues to L2/L3 with clear handovers.
• Maintain accurate ticket records and provide status updates to clients.
• Communicate clearly with non-technical users and translate tech concepts.
• Follow GDPR and data-handling policies and protect client data.
• Contribute to knowledge base and runbooks for future cases.

Skills

Customer support

Troubleshooting

SLA management

Communication

Tools

Zendesk

Freshdesk

Jira Service Management

Intercom

Job description

LUMYA Living is seeking a L1 Help Desk Engineer to be the first point of contact for LOS customer support inquiries. You will triage, diagnose and resolve common platform issues, escalating more complex matters to L2/L3 while maintaining meticulous ticket records.

You will engage across email, live chat, phone and the support portal, ensuring timely responses, clear communication and a calm, helpful service experience for clients and internal teams alike.