SHAPE THE FUTURE OF BUSINESS TECHNOLOGY

At Lily, we’re more than a telecoms and IT provider — we’re the Home of Digital Transformation. As a multi-award-winning team, we’re on a mission to help UK SMEs thrive through intelligent Communications and IT solutions that reduce costs, boost efficiency, and enable growth.
We’re driven by four core values: Passion. Performance. Integrity. Inspiration.
If you’re ready to bring your energy and expertise to a business that values people, ideas, and progress - this is your opportunity to make an impact.

YOUR EXPERIENCE (NOT REQUIRED BUT BENEFICIAL):

• Familiarity with Hosted and On-Premise telephony systems (Horizon, LG Cloud, Microsoft Teams)
• Knowledge of Broadband and Ethernet technologies (ADSL, FTTC, FTTP, SoGEA)
• A strong understanding of networking principles
• A can-do attitude and a drive to grow your skills and knowledge
• Strong technical support and IT support skills
• Proficient in software troubleshooting and help desk operations
• Excellent customer service and communication skills
• Experience with computer networking and desktop support
  If you bring curiosity and commitment, we’ll support you with training, guidance, and plenty of opportunity to develop your career.

YOUR ROLE IN THE TEAM

As part of our vibrant Technical Support Team, you’ll be the first point of contact for our customers - solving problems, delivering expert advice, and ensuring a smooth, seamless experience. You’ll report to the Service Team Leader and collaborate with a close-knit group of 15 professionals known for their team spirit and commitment to getting things done right the first time.

YOUR RESPONSIBILITIES:

• Deliver outstanding technical support via phone, email, and remote desktop tools
• Take ownership of customer tickets and drive resolutions with confidence and care
• Accurately log all issues in our ticketing system, with clear documentation
• Meet SLAs and keep customers informed throughout the process
• Provide guidance and training on how to get the best from Lily’s solutions
• Work with 2nd and 3rd line engineers to resolve more complex cases
• Spot opportunities to streamline service and introduce helpful upgrades or products