Lumya Living
L1 Helpdesk Engineer - Based in Leicester
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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.
ROLE PURPOSE
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.
KEY RESPONSIBILITIES
1. Helpdesk First line support & ticket management
- 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.
2. Troubleshoot and Resolution
- 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.
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3. Escalation & Collaboration
- Recognise the boundary of L1 scope and escalate 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.
4. Customer Experience & Communication
- 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.
5. Data Protection, Security & Confidentiality
- Handle client and resident personal data in line with GDPR and company data-handling policy, applying the principle of least privilege and only accessing what a ticket genuinely requires.
- Maintain strict confidentiality and separation between client tenants — never disclosing, sharing or referencing one client's data, configuration or issues to another.
- Follow security-aware working practices (credential hygiene, phishing awareness, secure handling of access requests) and report suspected security incidents promptly per policy.
- Verify the identity and authority of requesters before actioning access, provisioning or account changes.
6. Knowledge Management & Documentation
- Write up resolutions clearly so that tickets are auditable and reusable by the wider team.
- Identify gaps in the knowledge base and draft or suggest new articles, FAQs and self-service content.
- Keep internal runbooks and troubleshooting guides current as the LOS platform evolves.
- Share recurring themes and client feedback in support stand-ups and retrospectives.
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7. Product Proficiency & Continuous Learning
- Build and maintain working knowledge of the LOS platform across its four operating pillars: Digital-First Operations; Resident & Guest Experience; Revenue & Commercial Optimisation; and Safety, Compliance & Asset Care.
- Stay current with product releases, new features and configuration changes, completing internal enablement on each.
- Develop a working understanding of the PBSA and living-sector context our clients operate in, so support is delivered with operational empathy.
- Pursue relevant certifications and progression towards an L2 support pathway over time.
KEY COMPETENCES & PERSON SPECIFICATION
Essential
- Experience in a customer-facing support, help desk, service desk or IT support role (including strong placement, internship or apprenticeship experience for early-career candidates).
- Excellent written and verbal communication, with the ability to explain technical matters to non-technical users.
- Strong problem-solving instincts and a methodical, patient approach to troubleshooting.
- Comfort working with web/SaaS applications, browsers, common business tools and a ticketing/service management system.
- Genuine customer-service orientation: calm, empathetic, reliable and accountable.
- Strong organisation and the discipline to manage a live ticket queue against SLAs.
- Awareness of data protection / GDPR principles and confidential handling of personal and client data.
- Fluent English. For the Vienna-based role also strong German.
Desirable
- Exposure to SaaS/B2B software support, ideally within proptech, hospitality tech or operational software.
- Familiarity with help desk platforms (e.g. Zendesk, Freshdesk, Jira Service Management, Intercom).
- Understanding of SLAs, ticketing workflows and ITIL-aligned support practices.
- Basic familiarity with APIs, integrations, SSO or reading application logs.
- Knowledge of the PBSA, co-living, BTR or wider residential/real-estate sector.
- Additional European languages relevant to LOS client markets.
- SharePoint site architecture or administration experience.
- Exposure to SQL and confidence using data to investigate issues and validate findings.
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