Transformation 2nd Line Support Engineer

Department: Operations - IT

Employment Type: Fixed Term Contract

Location: Remote

Description

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 looking for a proactive IT Support Analyst to support ongoing service desk transformation initiatives. This role will work alongside the Service Desk Manager to help standardise processes, improve service delivery, and enable the transition toward a unified support model.

Key Responsibilities

• 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

Skills, Knowledge & Expertise

• 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

Belong @ Sumer

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.