2nd Line Support Engineer – 12 month FTC

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as a technical escalation resource for hub IT analysts.

• Identify and resolve incidents related to: End-user computing (Windows, O365, devices), Identity and access (AD/Azure AD), and Core business applications.

• Oversee ticket queues to ensure compliance with service level agreements (SLAs).

• Assist in incident resolution and conduct root cause analysis.

• Collaborate closely with offshore and remote teams to facilitate fixes.

• Keep precise documentation and maintain knowledge base articles.

• Recognize recurring issues and recommend enhancements.

⛳️ Requirements

• Demonstrated experience in 2nd line support within enterprise settings.

• Proficient troubleshooting abilities across the Microsoft technology stack.

• Familiarity with service management platforms (e.g., ServiceNow, Jira, etc.).

• Capability to handle workload independently in high-pressure situations.

• Strong communication skills and stakeholder management capabilities.

🏝️ Benefits

• At Sumer, we understand that everyone’s journey is unique. Therefore, we are dedicated to fairness, eliminating obstacles, and providing individuals with the support they need to excel in their work.

• Our core values reflect what is most important to us and direct our daily operations:

• We Shine Together

• We Do the Right Thing

• We Make It Count

• We recognize that diverse teams enhance our strength. This is why we are fostering an inclusive workplace where everyone feels they belong and where differences are appreciated and celebrated.