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Sumer

Transformation 2nd Line Support Engineer

Sumer

Proactive IT Support Analyst at Sumer supporting ongoing service desk transformation initiatives. Standardising processes and improving service delivery in a fast-paced environment.

Posted 7/23/2026contractRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and service improvement, with a strong understanding of ITIL principles and experience in documenting processes and designing workflows. Capable of collaborating effectively across technical and non-technical teams while supporting service desk transformation initiatives.

Highest-signal resume keywords
IT Support ExperienceService ImprovementITIL PrinciplesProcess DocumentationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
Organisational SkillsAnalytical Skills
Industry Keywords
Service Desk TransformationSOPsRunbooksKnowledge BaseService Performance Tracking

About the role

Key responsibilities & impact
  • Support the delivery of service desk transformation initiatives
  • Analyse current support processes and identify improvement areas
  • Assist in creating and documenting: SOPs, Runbooks & Knowledge base content
  • Work with distributed teams to align support practices
  • Support tooling improvements and service optimisations
  • Assist with reporting, metrics, and service performance tracking
  • Act as a bridge between BAU teams and transformation activities

Requirements

What you’ll need
  • Experience in IT support or service improvement roles
  • Strong understanding of ITIL/service management principles
  • Experience documenting processes and designing workflows
  • Comfortable working across technical and non-technical teams
  • Strong organisational and analytical skills

Benefits

Comp & perks
  • At Sumer, we know everyone’s journey is different. That’s why we’re committed to fairness, removing barriers, and giving people the support they need to do their best work. If you need any support during the hiring process, just let us know.
  • Our values represent what matters most to us and guide how we work every day:
  • We Shine Together
  • We Do the Right Thing
  • We Make It Count
  • We know diverse teams make us stronger. That’s why we’re creating an inclusive workplace where everyone belongs and differences are valued and celebrated.