2nd Line IT Support

Department: Operations - IT

Employment Type: Permanent

Location: Swindon

Description

Sumer is a leading professional services group supporting regional SMEs across the UK and Ireland. As we continue to scale, we are integrating high-quality accountancy firms into a national organisation with strong local presence.

We are seeking a proactive and skilled IT Support Technician (2nd Line) to support our Monahans hub in Trowbridge or Swindon. This role combines on-site end-user support with close collaboration across our central IT function, contributing directly to the reliability, security, and performance of our growing technology environment. You will play a key role in ensuring smooth day-to-day operations, delivering excellent user support, and maintaining robust local infrastructure.

Key Responsibilities

User & Desktop Support

• Deliver 2nd Line troubleshooting for laptops, desktops, peripherals, applications, and performance issues.
• Take and manage support calls and tickets, resolving issues at first contact where possible
• Communicate clearly with users, providing updates and managing expectations

Account, Access & Device Management

• Manage user lifecycle processes, including onboarding, leavers, access provisioning, and permissions updates.
• Configure workstations, profile laptops, and ensure new starters receive an effective technical induction.
• Administer Active Directory and Microsoft 365, including mailbox setup, distribution lists, and security groups.

Systems Maintenance & Administration

• Perform routine system checks, patching validation and monitoring activities.
• Maintain accurate documentation for systems, configurations, and support procedures.

Security & Compliance

• Support technical activities related to vulnerability management and remediation.
• Work with tools such as Sentinel one, Qualys, Mimecast, and Microsoft 365 Security Portal.
• Assist with triage and response to security alerts under the direction of central IT.

Vendor & Escalation Management

• Coordinate with third-party vendors and external partners to resolve technical issues or support local projects.

Collaboration with Group IT

• Support initiatives relating to:
• Microsoft Windows 11 endpoint environments
• Microsoft 365 administration and apps
• Mimecast web filtering and email security
• Vulnerability scanning and patching using Qualys
• Hardware configuration to organisational standards

Skills, Knowledge & Expertise

Essential

• Solid experience in a 2nd Line role within a multisite or professional services environment.
• Good working knowledge of Windows and Microsoft 365
• Comfortable taking calls and working with a ticketing system
• Strong customer service mindset with clear communication skills
• Willingness to learn, follow procedures, and escalate issues when appropriate

Desirable / Beneficial

• Exposure to Azure administration, conditional access, security policies.
• Experience supporting server or cloud operational tasks.

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.