Transformation 2nd Line Support Engineer

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

📋 Description

• Assist in the implementation of service desk transformation projects.

• Evaluate existing support procedures and pinpoint areas for enhancement.

• Help in the creation and documentation of: SOPs, Runbooks, and Knowledge base materials.

• Collaborate with remote teams to ensure alignment of support methodologies.

• Facilitate improvements in tools and optimize services.

• Aid in the generation of reports, metrics, and monitoring of service performance.

• Serve as a liaison between Business As Usual (BAU) teams and transformation initiatives.

⛳️ Requirements

• Proven experience in IT support or roles focused on service enhancement.

• Comprehensive knowledge of ITIL and service management practices.

• Experience in documenting workflows and process design.

• Ability to work comfortably with both technical and non-technical teams.

• Excellent organizational and analytical abilities.

🏝️ Benefits

• At Sumer, we recognize that each person's journey is unique. Therefore, we are dedicated to fairness, eliminating obstacles, and providing individuals with the support necessary to excel in their work. If you require any assistance during the hiring process, please inform us.

• Our core values reflect what is most important to us and steer our daily activities:

• - We Shine Together

• - We Do the Right Thing

• - We Make It Count

• We believe that diverse teams enhance our strength. This is why we are committed to fostering an inclusive workplace where everyone feels welcome, and where differences are acknowledged and celebrated.