BAU 2nd Line Support Engineer - FTC

BAU 2nd Line Support Engineer - 12 month FTC

Department: Technology

Employment Type: Fixed Term Contract

Location: Remote

Sumer is a values‑led, purpose‑driven business on an exciting growth journey. We believe that when our people thrive, our business thrives. If you’re energised by working in a fast‑moving environment where what you do really matters, you’ll feel right at home here.

We are seeking an experienced 2nd Line IT Support Engineer to support day‑to‑day (BAU) service desk operations during a period of organisational transformation. This role will be critical in maintaining service stability, reducing backlog, and supporting frontline operations.

• Act as a technical escalation point for hub IT analysts.
• Diagnose and resolve incidents across:
  End‑user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications.
• Manage ticket queues and ensure SLAs are met.
• Support incident resolution and root cause analysis.
• Work closely with offshore/remote teams to coordinate fixes.
• Maintain accurate documentation and knowledge base articles.
• Identify repeat issues and suggest improvements.

• Proven 2nd line support experience in enterprise environments.
• Strong troubleshooting skills across Microsoft stack.
• Experience with service management tools (e.g., Service Now, Jira, etc.).
• Ability to manage workload independently in high‑pressure environments.
• Strong communication and stakeholder management.

If you need any support during the hiring process, just let us know.