2nd Line Support Analyst

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, R T Marke, 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 Exeter 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.

The Role

• Provide proactive troubleshooting and technical support for user devices, applications, and performance issues.
• Collaborate with a range of external parties and vendors to resolve on-site technical issues and escalate when required.
• Manage application access and user permissions across key business systems.
• Apply and test software updates to ensure system performance and compliance.
• Manage and maintain the IT asset register, including procurement, stock control, and lifecycle management of hardware and equipment.
• Oversee IT setup for new starters, including a workstation configuration, account creation, access permissions, laptop profiling, and proficient induction.
• Ownership of the full joiners and leavers process, ensuring timely access provisioning and deactivation.
• Administer Active Directory and Exchange tasks, including mailbox setup and management of distribution lists.
• Support and triage video conferencing systems, liaising with external providers where necessary.
• Provide technical support to employees across all offices within R T Marke, with regular travel to all three offices within the business.
• Support colleagues within the team, ensuring anything escalated is dealt with effectively and in a timely manner.

In addition, supporting our wider Group IT Team with:

• MS Windows 11 desktops.
• VMware based Virtual server infrastructures
• Microsoft 365 apps for business.
• MS Office 365 support and administration.
• Mimecast for web filtering / email security
• Hardware configuration and set up based on organisational standards.
• Network support and maintenance.
• Firewall and remote access systems administration and support.
• Mobile devices such as smart phones and iPad device set up and support.
• Backup systems configuration and recovery

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.

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.

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