JobCubby JobCubby
Sign up
Sumer

BAU 2nd Line Support Engineer - 12 month FTC

Sumer Uk, Chelyabinsk Oblast, Russia

Accounting · 1,001-5,000 employees

May 29
Remote support-engineer Mid (2-5 yrs) Temporary Russia
Log in to apply, save this posting, or score it against your profile with AI.

About the role

The role involves acting as a technical escalation point to resolve incidents across end-user compute, identity, and core business applications. You will manage ticket queues, ensure SLAs are met, and coordinate with remote teams to maintain service stability.

What they look for

2nd Line Support Windows O365 Active Directory Azure AD ServiceNow Jira Incident Management Troubleshooting Technical Escalation Root Cause Analysis Stakeholder Management Documentation Knowledge Base Management

Requirements

Candidates must have proven 2nd line support experience within enterprise environments and strong troubleshooting skills across the Microsoft stack. Proficiency in service management tools and the ability to work independently in high-pressure environments are essential.

Full description

BAU 2nd Line Support Engineer - 12 month FTC

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 seeking an experienced 2nd Line IT Support Engineer to support day-to-day (BAU) service desk operations during a period of organisational transformation. This role will be critical in maintaining service stability, reducing backlog, and supporting frontline operations. 

Key Responsibilities

  • 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 

Skills, Knowledge & Expertise

  • 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 

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.

Similar roles