Second Line Support Engineer

Job summary

Description Sumer is a leading professional services group focused on supporting regional SMEs across the UK and Ireland. Together we are bringing together high-quality accountancy firms, creating a national group with deep local roots. As Sumer continues to scale, we’re seeking a forward-thinking IT professional to support one of our hubs, Carpenter Box, to help shape and support our evolving infrastructure, contributing directly to the success of our growing national network. This role offers an opportunity to support IT service delivery on-site, predominantly from our Worthing office, working closely with central teams to ensure robust infrastructure, seamless onboarding, and exceptional user support. You’ll play a pivotal role in the team in delivery of the on-site IT operations with support from the IT Director, working in tandem with Sumer’s central IT team to create a seamless, secure, and productive technology environment for our teams. Key Responsibilities Deliver second line troubleshooting for laptops, desktops, peripherals, applications, and performance issues, acting as an escalation point for complex or persistent technical incidents, ensuring timely follow-up and communication. Manage user lifecycle processes, including onboarding, leavers, access provisioning, and permissions updates. Administer the active directory and Microsoft 365, including mailbox setup, distribution lists, and security groups. Support maintenance and monitoring of servers, cloud services, and local infrastructure in coordination with Group IT. Perform routine system checks, patching validation, backup checks, and monitoring of activities. Troubleshoot networking issues including connectivity, DNS/DHCP behaviours, VPN, VLANs, and wireless performance. This will include escalations relating to the Windows server, storage, identity, and security components. Support technical activities related to vulnerability management and remediation, assisting with triage and response to security alerts under the direction of central IT. Coordinate with third-party vendors and external partners to resolve technical issues or support local projects. Support the Group IT team initiatives relating to: Microsoft Windows 11 endpoint environments Microsoft 365 administration and apps Mimecast web filtering and email security Network maintenance and troubleshooting Vulnerability scanning and patching using Qualys Hardware configuration to organisational standards Skills, Knowledge & Expertise Demonstrated experience in IT support , ideally within a professional services environment, with a strong track record of delivering reliable and user-focused technology solutions. Problem-solving capabilities , with the ability to assess, triage, and resolve technical issues efficiently and independently. Proven troubleshooting experience across Windows, Microsoft 365, networking, and core infrastructure. Exceptional communication and interpersonal skills , with a collaborative mindset to engage effectively with colleagues, stakeholders, and external partners. Strong multitasking abilities , capable of managing competing priorities across operational support and project-based initiatives. Proactive and adaptable approach , with the confidence to take ownership of tasks, contribute to continuous improvement, and support broader team and business goals. Belong @ Sumer At Sumer, we are committed to fostering an inclusive and diverse work environment, not just as buzzwords, but as the heartbeat of our team. Our recruitment practices reflect this commitment, welcoming individuals from all backgrounds. We prioritise creating an environment where every candidate feels respected and supported throughout the hiring process. Everyone is unique and we understand that each individual may have distinct needs to showcase their best selves during interviews. Our commitment is to offer personalised support for all