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# 1st Line Support Engineer

- **Company:** ITS Recruitment
- **Location:** Braintree, UK (Remote available)
- **Salary:** £26,000.0 - £35,000.0
- **Contract:** Permanent contract
- **Skills:** LiveChat, Software Engineering
- **Published:** September 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c53fbcb600cdf546

## About the Role

· 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.

## Description

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.