BAU 2nd Line Support Engineer

Sumer

2nd Line IT Support Engineer at Sumer supporting service desk operations during organisational transformation. Maintain stability, reduce backlog, and support critical operations.

Posted 7/23/2026contractRemote • 🇬🇧 United KingdomJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in 2nd line support within enterprise environments, focusing on troubleshooting across the Microsoft stack, incident resolution, and effective communication with stakeholders.

Highest-signal resume keywords

2ND Line Support ExperienceTroubleshooting SkillsService Management ToolsIncident ResolutionStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-User ComputeWindowsO365Active DirectoryAzure ADCore Business ApplicationsRoot Cause AnalysisTicket Management

Soft Skills

Strong CommunicationStakeholder ManagementWorkload Management

Tools & Technologies

ServiceNowJira

Industry Keywords

Enterprise EnvironmentsIncident ManagementKnowledge Base ArticlesHigh-Pressure Environments

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

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.
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.