1st-2nd Line IT Support Engineer

1st-2nd Line IT Support Engineer

Location:

Sheffield

Direct applications only - No agency applicants at this time

ITM is at the forefront of the green hydrogen industry, designing and manufacturing cutting‑edge PEM electrolysers that are instrumental in global decarbonisation efforts. With over two decades of scientific expertise, we’ve established ourselves as industry leaders in clean energy technology.

Founded in 2000, ITM Power PLC was one of the first companies of its kind to be listed on the AIM market of the London Stock Exchange. Headquartered in the UK, our state‑of‑the‑art manufacturing facility is the world’s first largest PEM Gigafactory in commercial operation, and a hub for R&D and manufacturing. ITM Power Germany serves as our hub in the EU, housing regional functions and aftersales services.

Our PEM electrolysers are deployed in some of the world's largest green hydrogen projects, continuously pushing technology boundaries to enhance cost‑effectiveness and sustainability.

We are in a transformative phase focusing on streamlined delivery and operational excellence. We seek passionate individuals who want to make a tangible impact on the world’s transition to net‑zero.

1st / 2nd Line IT Support Engineer based within our IT Team. Requires hands‑on experience supporting users, systems and infrastructure in a multi‑site, international environment. Provide day‑to‑day IT support across manufacturing and office locations in Sheffield and Europe, working with internal IT colleagues and external MSPs.

• Act as first point of contact for IT issues via the IT service desk
• Resolve common IT issues including:
  • Windows 11 laptops and desktops
  • Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
  • Printers, peripherals, mobile devices and meeting room equipment
• Log, track and update incidents and service requests accurately within the service desk tool
• Carry out user administration tasks (password resets, account unlocks, new starter setup)

• Assist with troubleshooting more complex issues escalated from 1st line
• Support core technologies under guidance, including:
  • Active Directory and Entra
  • Endpoint builds, imaging and device replacement
  • Network connectivity issues (wired and wireless)
• Help deploy hardware and software across multiple sites

• Work closely with external MSPs providing:
  • Service Desk escalation support
  • Server and storage services
  • Network Operations Centre (NOC) services
  • Security Operations Centre (SOC) services
• Escalate incidents clearly, provide troubleshooting information and track issues through to resolution
• Learn how to operate in a co‑managed IT model with internal teams and suppliers

• Provide hands‑on on‑site IT support at multiple Sheffield locations
• Deliver remote support to European sites and users
• Support IT aspects of office moves, new starters and equipment refreshes
• Assist with asset management and documentation

• Follow ITIL‑aligned processes for incident, request and change management
• Adhere to IT security policies and best practices
• Maintain clear documentation and contribute to knowledge base articles
• Actively develop technical skills through on‑the‑job learning and training

• IT‑related qualification or ongoing study (e.g. CompTIA, Microsoft, IT apprenticeship) desirable but not essential
• Equivalent hands‑on experience will be considered
• Some experience in an IT support role, placement, apprenticeship, or service desk environment
• Basic understanding of:
  • Windows operating systems
  • Microsoft 365
  • General IT troubleshooting concepts
• Strong customer service and communication skills
• Willingness to learn and take ownership of issues
• Awareness or working knowledge of ITIL principles (Incident, Request, Change)
• Experience interacting with managed service providers (MSPs)
• Exposure to Active Directory, endpoint management, or networking fundamentals
• Previous experience in a manufacturing, engineering, or multi‑site environment