1st Line Support Engineer

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

· Experience using or supporting EPOS systems.

· 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.