2nd-Line IT Support Analyst – Windows, M365 & Security

Sumer Group; Bolton; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Sumer is a leading professional services group supporting regional SMEs across the UK and Ireland. We are seeking an IT Analyst to join the Operations - IT team in Bolton. This permanent on-site role focuses on delivering reliable end-user support, account and device management, and ongoing system maintenance.

You will work with Windows 11 endpoints, Microsoft 365, and security tooling, handling tickets and coordinating with central IT. A proactive, collaborative mindset is essential.

Qualifications

• Solid experience in a 2nd Line role within a multisite or professional services environment.
• Good working knowledge of Windows and Microsoft 365.
• Comfortable working with a ticketing system.

Responsibilities

• Deliver IT troubleshooting for laptops, desktops, peripherals, applications, and performance issues.
• Manage support tickets, resolving issues at first contact where possible.
• Communicate clearly with users, providing updates and managing expectations.
• 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.
• Perform routine system checks, patching validation and monitoring activities.
• Maintain accurate documentation for systems, configurations, and support procedures.
• Support technical activities related to vulnerability management and remediation.
• Work with tools such as SentinelOne, Qualys, Mimecast, and Microsoft 365 Security Portal.
• Assist with triage and respond to security alerts under the direction of central security team.
• Coordinate with third party vendors and external partners to resolve technical issues or support local projects.
• Support initiatives relating to Microsoft Windows 11 endpoint environments, Microsoft 365 administration, Mimecast, Qualys, and hardware configuration.

Skills

Customer service mindset

Clear communication

Willingness to learn

Escalation handling

Tools

Windows

Microsoft 365

Ticketing system

Job description

Sumer is a leading professional services group supporting regional SMEs across the UK and Ireland. We are seeking an IT Analyst to join the Operations - IT team in Bolton. This permanent on-site role focuses on delivering reliable end-user support, account and device management, and ongoing system maintenance.

You will work with Windows 11 endpoints, Microsoft 365, and security tooling, handling tickets and coordinating with central IT. A proactive, collaborative mindset is essential.