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 IT Support Speicialist sits at the very front of that effort.

IT Support Specialist - 1st Level Support, Lumya OS

Location: Vienna, Austria
Employment type: Full-time
Working model: Hybrid / by arrangement
Start date: As soon as possible

About the role:

We are looking for a structured, service-minded and technically curious IT Support Specialist to join our Vienna team as the first point of contact for support requests across Lumya OS, Microsoft 365, user access, hardware and software.

This is a hands-on 1st Level Support role with strong product exposure. You will triage incoming tickets, resolve common first-line issues, support users across different channels and escalate more complex cases clearly to L2/L3 support, Product or Engineering.

The role is ideal for someone who enjoys solving problems, communicating clearly with non-technical users and taking ownership of the full ticket experience from first response to resolution.

• You will act as the first point of contact for support requests across email, in-app chat, phone and the support portal.
• You will triage, categorise and prioritise incoming tickets, assessing whether issues can be resolved through user support, administration, configuration, data correction, known workarounds or escalation.
• You will acknowledge requests within agreed service levels and manage your ticket queue from first response through to closure.
• You will resolve day-to-day incidents and service requests relating to Lumya OS, Microsoft 365, hardware, software and user access.
• You will troubleshoot common Lumya OS issues using knowledge base articles, runbooks and standard troubleshooting steps.
• You will handle routine configuration, access, user provisioning, password and "how do I" queries across Lumya OS modules.
• You will reproduce reported issues where possible and gather the details needed for diagnosis or escalation, including screenshots, steps to reproduce, user role and environment.
• You will escalate more complex cases to L2 technical support, L3 Product or Engineering with a clear and complete handover, while tracking tickets through to closure.
• You will communicate clearly with non-technical users, keeping clients informed and managing expectations throughout the ticket lifecycle.
• You will handle client, resident and user data carefully, in line with GDPR, internal data protection policies and strict confidentiality between client environments.
• You will follow security-aware working practices and verify requester identity and authority before actioning access, provisioning or account changes.
• You will document resolutions clearly, identify knowledge base gaps and help improve FAQs, runbooks and self-service materials.
• You will flag recurring issues, bugs and product pain points to Product and Engineering.
• You will build strong working knowledge of Lumya OS and stay up to date with product releases, new features and configuration changes.

• Experience in a customer-facing support, help desk, service desk or IT support role. We are also open to candidates with strong internship, apprenticeship, placement or early-career experience.
• Excellent written and verbal communication skills in German and English.
• A calm, professional and empathetic communication style, especially when users are under operational pressure.
• A structured and patient approach to troubleshooting.
• Confidence working with web applications, SaaS tools, browsers, business software and ticketing or service management systems.
• Strong organisational skills and the ability to manage an active ticket queue against agreed service levels.
• A genuine customer-service mindset and a high sense of ownership.
• Awareness of GDPR, data protection principles and the confidential handling of client and personal data.

Nice to have

• Experience in SaaS or B2B software support.
• Familiarity with tools such as Zendesk, Freshdesk, Jira Service Management or Intercom.
• Understanding of SLAs, ticketing workflows or ITIL-aligned support practices.
• Basic knowledge of APIs, integrations, SSO, SharePoint administration or application logs.
• Exposure to SQL or data-led investigation.
• Experience in proptech, hospitality tech, student housing, co-living, BTR or the wider residential real estate sector.
• Additional European languages.

• A key support role in a growing software and real estate technology environment.
• Direct exposure to a product scaling from an internal platform into a commercial SaaS product.
• A clear development path towards L2 technical support, product support or customer success.
• Close collaboration with Product, Engineering, Operations and Customer Success.
• Internal product training and opportunities to build relevant certifications over time.
• An international and collaborative team environment based in Vienna.
• A workplace in the middle of Vienna with great public transport
• We offer a gross annual salary starting from EUR 36,000 on a full-time basis. Depending on qualifications, experience and technical profile, we are prepared to offer a higher salary.

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