1st-2nd Line IT Support Engineer

1st-2nd Line IT Support EngineerITM Power Location: SheffieldDirect applications only - No agency applicants at this timeAbout ITM PowerITM 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 GrowthAs 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 ImpactOur 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 MissionITM 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!What are we looking forWe 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).Responsibilities1st Line SupportAct as first point of contact for IT issues via the IT service deskResolve common IT issues including: Windows 11 laptops and desktopsMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)Printers, peripherals, mobile devices and meeting room equipmentLog, track and update incidents and service requests accurately within the service desk toolCarry out user administration tasks (password resets, account unlocks, new starter setup)2nd Line / Developing SupportAssist with troubleshooting more complex issues escalated from 1st lineSupport core technologies under guidance, including:Active Directory and Entra IDEndpoint builds, imaging and device replacementNetwork connectivity issues (wired and wireless)Help with deploying hardware and software across multiple sitesManaged Service Provider (MSP) & Third‑Party SupportWork closely with external MSPs providing:Service Desk escalation supportServer and storage servicesNetwork Operations Centre (NOC) servicesSecurity Operations Centre (SOC) servicesEscalate incidents clearly, provide troubleshooting information and track issues through to resolutionLearn how to operate in a co‑managed IT model with internal teams and suppliersSite & Business SupportProvide hands‑on on‑site IT support at multiple Sheffield locationsDeliver remote support to European sites and usersSupport IT aspects of office moves, new starters and equipment refreshesAssist with asset management and documentationProcess, Security & LearningFollow ITIL‑aligned processes for incident, request and change managementAdhere to IT security policies and best practicesMaintain clear documentation and contribute to knowledge base articlesActively develop technical skills through on‑the‑job learning and trainingAbout YouKnowledge and ExperienceIT‑related qualification or ongoing study (e.g. CompTIA, Microsoft, IT apprenticeship) desirable but not essentialEquivalent hands‑on experience will be consideredSome experience in an IT support role, placement, apprenticeship, or service desk environmentBasic understanding of: Windows operating systemsMicrosoft 365General IT troubleshooting conceptsStrong customer service and communication skillsWillingness to learn and take ownership of issuesAwareness or working knowledge of ITIL principles (Incident, Request, Change)Experience interacting with managed service providers (MSPs)Exposure to Active Directory, endpoint management, or networking fundamentalsPrevious experience in a manufacturing, engineering, or multi‑site environmentSkills and AbilitiesEnthusiastic and keen to build an IT careerMethodical approach to troubleshootingComfortable supporting non‑technical usersReliable, organised and able to follow defined processesTeam‑oriented with a positive attitudeWhat We OfferThe 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 schemeBirthday holidayHoliday PurchaseLifestyle DiscountsEmployee Assistance ProgrammeHealth Cash PlanEye CareGym SchemeLife assuranceEV Car LeasingEnhanced Parental LeaveOur onsite parking includes free electric car charging pointsWe 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. DepartmentIT & Digital TransformationEmployment TypeFull-TimeMinimum ExperienceMid-level