IT Analyst

Sumer Group; Greater London; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Sumer Group in London is seeking an IT Analyst to join the Operations - IT team as a 2nd Line support technician. The role combines on-site end-user support with collaboration across the central IT function to keep systems reliable and secure.

You will manage user accounts, troubleshoot issues, and contribute to governance, security and day-to-day operations. Experience with Windows and Microsoft 365, and ticketing systems is essential; Azure administration is a plus.

Qualifications

• Solid experience in a 2nd Line role within a multisite or professional services environment.
• Strong working knowledge of Windows and Microsoft 365.
• Comfortable working with a ticketing system and clear customer communication.
• Willingness to learn, follow procedures, and escalate when needed.

Responsibilities

• Provide 2nd line end‑user support for laptops, desktops, and applications.
• Manage and close tickets, communicating status updates to users.
• Administer user accounts, access, and device management via AD and M365.
• Assist with system maintenance, patching, and security tasks.
• Collaborate with Group IT on initiatives including Windows 11, M365, Mimecast, and vulnerability management.

Skills

Windows

Microsoft 365

Ticketing system

Customer service

Communication skills

Tools

Azure administration

Job description

IT Analyst

Department: Operations - IT

Employment Type: Permanent

Location: London Cavendish Square

Description

Sumer is a leading professional services group supporting regional SMEs across the UK and Ireland. As we continue to scale, we are integrating high‑quality accountancy firms into a national organisation with strong local presence.

We are seeking a proactive and skilled IT Support Technician (2nd Line) to support our Simmons Gainsford hub in London. This role combines on‑site end‑user support with close collaboration across our central IT function, contributing directly to the reliability, security, and performance of our growing technology environment. You will play a key role in ensuring smooth day‑to‑day operations, delivering excellent user support, and maintaining robust local infrastructure.

Key Responsibilities

User & Desktop Support

• Deliver 2nd Line 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

Account, Access & Device Management

• 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.

Systems Maintenance & Administration

• Perform routine system checks, patching validation and monitoring activities.
• Maintain accurate documentation for systems, configurations, and support procedures.

Security & Compliance

• Support technical activities related to vulnerability management and remediation.
• Work with tools such as Sentinel one, Qualys, Mimecast, and Microsoft 365 Security Portal.
• Assist with triage and respond to security alerts under the direction of central security team.

Vendor & Escalation Management

• Coordinate with third‑party vendors and external partners to resolve technical issues or support local projects.

Collaboration with Group IT

• Support initiatives relating to:
  • Microsoft Windows 11 endpoint environments
  • Microsoft 365 administration and apps
  • Mimecast web filtering and email security
  • Vulnerability scanning and patching using Qualys
  • Hardware configuration to organisational standards

Skills, Knowledge & Expertise

Essential

• 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
• Strong customer service mindset with clear communication skills
• Willingness to learn, follow procedures, and escalation when appropriate

Desirable / Beneficial

• Exposure to Azure administration, conditional access, security policies.

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.