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 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
What We're Looking For
You're a natural communicator and tech enthusiast with a genuine passion for service. You're proactive, detail-driven, and love solving problems - especially when it helps people work better, faster, and smarter.
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.
Why Lily?
We believe a great workplace is one where you feel seen, supported, and inspired. At Lily, your growth matters - and your success is celebrated.
Inspire and Be Inspired
At Lily, we're passionate about what we do and the people we do it with. Join a company that puts Passion, Performance, Integrity, and Inspiration at the heart of everything - and take your career further than you thought possible.
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* Gym membership
* Health & wellbeing programme
* Referral programme
* Shuttle service provided
* Sick pay
Ability to commute/relocate:
* Leeds LS11 8PR: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Are you aware this is a desk based position and not field based?
Experience:
* VoIP: 5 years (preferred)
* Telephony: 5 years (preferred)
* IP Networking: 5 years (preferred)
Work authorisation:
* United Kingdom (preferred)
Location:
* Leeds LS11 8PR (preferred)
Work Location: In person