L1 Helpdesk Engineer - Mayfair

ABOUT LUMYA LIVING

LUMYA Living is a forward-thinking, design-led, Co-Living, Serviced Apartment & purpose-built student accommodation (PBSA) operator with a growing international portfolio. Formerly Lumis Student Living, LUMYA Living is entering a new chapter defined by brand ambition, operational excellence, and a commitment to creating vibrant living communities for young professional & students across Europe. With sites in the UK, Austria, Germany, and expansion underway in Ireland and Portugal, LUMYA Living is rapidly establishing itself as a premium brand in the global student living market.

As Lumya scales from internal tool to multi-client SaaS product, the quality of customer support becomes a direct driver of retention, reputation and renewal. The L1 Help Desk Engineer sits at the very front of that effort.

To act as the first point of contact for all LOS customer support enquiries, delivering fast, accurate and empathetic first-line resolution within agreed service levels. The L1 Help Desk Engineer triages, diagnoses and resolves common platform issues, escalates more complex matters cleanly to L2/L3, and maintains meticulous ticket records - ensuring every client interaction reinforces trust in the platform. The role is the operational backbone of the support function and a critical feedback channel into product and engineering.

• Triage incoming requests, categorise issues accurately and determine whether fixes can be delivered through user support, administration, configuration, data correction or escalation to developers.
• Acknowledge incoming requests keeping within SLA times, owning personal ticket queue ensuring clear communication with end users from initial acknowledgement to closure.
• Resolve day-to-day incidents and service requests relating to Lumya OS, Microsoft 365, hardware, software and associated user access issues.
• Serve as the first point of contact for inbound support requests across all channels email, in-app chat, phone and the support portal.

• Diagnose and resolve common, well documented LOS issues at first contact using knowledge base articles, runbooks and standard troubleshooting steps.
• Handle routine configuration, access, user-provisioning, password and 'how-do-I' queries across the LOS modules.
• Reproduce reported issues where possible, gathering the detail (screenshots, steps, environment, user role) needed for clean diagnosis or escalation.
• Apply known fixes and workarounds, and confirm resolution with the client before closing the ticket.

• Recognise the boundary of L1 scope and elevate to L2 technical support or L3 product/engineering promptly, with a complete, well-structured handover.
• Track escalated tickets through to closure, acting as the client's point of continuity even when others are doing the technical work.
• Flag recurring issues, bugs and platform pain points to the LOS Product Owner and engineering as early signal.
• Support major-incident communications by keeping affected clients updated under the guidance of the Support Team Lead.

• Communicate clearly and professionally with non-technical operational users site teams and Central team staff translating technical concepts into plain language.
• Maintain a calm, helpful and solutions-focused tone, particularly when clients are under operational pressure.
• Own the client's experience of the ticket, not just its technical content ensuring managed expectations and setting realistic timelines.

• Handle client and resident personal data in line with GDPR and company data-handling policy, applying the…