1st-2nd Line IT Support Engineer

We have an opportunity for a 1st / 2nd Line IT Support Engineer who will be based within our IT Team. This role requires hands-on experience supporting users, systems and infrastructure in a multi-site, international environment.

You will provide day-to-day IT support to users across manufacturing and office locations in Sheffield and Europe, working closely with internal IT colleagues and external managed service providers (MSPs).

Responsibilities

1st Line Support

• 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, OneDrive, 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)

2nd Line / Developing Support

• Assist with troubleshooting more complex issues escalated from 1st line

• Support core technologies under guidance, including:

• Active Directory and Entra ID

• Endpoint builds, imaging and device replacement

• Network connectivity issues (wired and wireless)

• Help with deploying hardware and software across multiple sites

Managed Service Provider (MSP) & Third-Party Support

• 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

Site & Business Support

• 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

Process, Security & Learning

• 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

Do you have experience in Windows?, * 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

Skills and Abilities

• Enthusiastic and keen to build an IT career
• Methodical approach to troubleshooting
• Comfortable supporting non-technical users
• Reliable, organised and able to follow defined processes
• Team-oriented with a positive attitude

Pulled from the full job description

• Employee assistance programme
• Free parking
• Company pension
• Cycle to work scheme
• Tech scheme
• On-site parking, The opportunity to work with cutting-edge technology in a rapidly growing industry, within a dynamic environment where you can shape the future of energy and work with a team that's actively addressing global climate challenges. Our corporate culture values safety, integrity and continuous improvement.

A competitive salary and an excellent contributory pension, 25 days holiday and a wider range of benefits including:

• Buy as you earn (BAYE) share scheme
• Birthday holiday
• Holiday Purchase
• Cycle to work scheme
• Lifestyle Discounts
• Employee Assistance Programme
• Health Cash Plan
• Eye Care
• Gym Scheme
• Life assurance
• EV Car Leasing
• Enhanced Parental Leave
• Motor Save Scheme
• Tech Save Scheme
• Our onsite parking includes free electric car charging points

We know your career is important to you, it's important to us too, which is why we also offer opportunities for you to grow and develop your career. If you are looking to join a growing, dynamic business and want to be part of our amazing team we would love to hear from you.

Our success is driven by the exceptional diversity of our people. We are proud to be an equal opportunity employer, committed to promoting and creating a diverse and inclusive environment where we encourage our employees to learn and grow, fuelled by mutual respect in a place where ideas flow and thrive.

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. Our Journey and Growth As pioneers in green hydrogen technology, ITM is offering the most advanced PEM electrolyser technology in the world. 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 home to our R&D and manufacturing. ITM Power Germany is our hub in the heart of the EU. This facility not only houses regional functions including business development and engineering, but also our Aftersales services with the ability to quickly deploy stacks. Innovation and Impact Our PEM electrolysers are deployed in some of the world's largest green hydrogen projects. We continue to push the boundaries of technology, enhancing cost-effectiveness and sustainability. Join Our Mission ITM is in the midst of a transformative phase, focusing on streamlined delivery and operational excellence. We're seeking talented individuals who share our passion for clean energy and our drive to make a tangible impact on the world's transition to net-zero. You will be working with an inspiring bunch of people, encouraging each other to be the best we can. We've come a long way, join us in the next step of our incredible journey!