Transformation 2nd Line Support Engineer

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Sumer

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

💸 Finance

☁️ SaaS

B2B • Finance • SaaS

Sumer is an accounting firm dedicated to empowering businesses and helping communities prosper. They offer a wide range of services including accounting, tax, audit, advisory, and business services across the UK and Ireland. With a focus on freeing up time for clients and helping them navigate challenges, Sumer acts as a champion for small and medium enterprises (SMEs), leveraging technology to provide effective solutions and support community growth.

📋 Description

• 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

• 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

• 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.