Apprentice IT Support Engineer

Apprentice IT Support Engineer

Level 3

ITM Power

Location: Sheffield

About ITM Power

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!

What are we looking for

The IT Support Engineer Apprentice will join the IT team and work towards developing the skills, knowledge and experience required for a career in IT support.

Working alongside experienced IT professionals, you will provide day-to-day support to colleagues across manufacturing and office locations in Sheffield and Europe. The role will involve learning how to diagnose and resolve IT issues, support business systems and devices, and deliver excellent customer service to users.

You will also work with external IT service providers and gain exposure to a wide range of technologies, processes and systems. Through a combination of practical experience and formal apprenticeship training, the role offers an opportunity to build technical expertise while contributing to the effective delivery of IT services across the business.

You will be studying for a Level 3 qualification.

Responsibilities

1st Line Support & Customer Service

• Learn to act as a first point of contact for IT support queries via the Service Desk.
• Assist users with common IT issues under supervision, including:
  • Windows 11 laptops and desktops
  • Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint
  • Printers, peripherals and mobile devices
• Log incidents and service requests accurately within the service management system.
• Update users on the progress of their support requests.
• Assist with routine user administration tasks such as password resets, account unlocks and new starter account creation.

Technical Support & Development

• Develop troubleshooting skills by supporting the resolution of hardware and software issues.
• Assist senior IT team members with diagnosing and resolving more complex technical problems.
• Learn how to support key technologies, including:
  • Active Directory and Entra ID
  • Device setup, imaging and replacement
  • Network connectivity and wireless access
• Support the installation and configuration of IT hardware and software.

Working with External IT Partners

• Learn how Managed Service Providers (MSPs) support business IT operations.
• Assist with escalating incidents to third-party suppliers when required.
• Help gather troubleshooting information and maintain updates on supplier-managed tickets.
• Develop an understanding of how internal IT teams work with external support partners.

Site & User Support

• Provide on-site assistance to colleagues across company locations.
• Support remote users with basic IT issues.
• Assist with the setup of equipment for new starters, office moves and meeting rooms.
• Help maintain accurate records of IT assets and equipment.

Security, Processes & Continuous Learning

• Follow established IT procedures and service management processes.
• Learn and apply IT security policies and safe working practices.
• Assist in updating user guides and knowledge base articles.
• Complete apprenticeship training requirements and actively develop technical knowledge and professional skills.
• Work towards becoming a confident and capable IT support professional through on-the-job learning and structured training.

About You

Knowledge and Experience

• GCSE Grade 4/C or above (or equivalent) in English and Mathematics.
• Basic understanding of computer systems, laptops, mobile devices and common software applications.
• Basic understanding of computer hardware, software and familiarity with Microsoft 365 applications, including Outlook, Word, Excel and Teams.
• Experience of using Windows operating systems in a school, college, home or work environment.
• Experience of working with others as part of a team, either through education, employment, volunteering or extracurricular activities.
• Experience of communicating effectively with a range of people and providing good customer service.

Skills and Abilities

• A genuine interest in Information Technology and a desire to develop a career in IT.
• Good communication and customer service skills.
• Ability to work effectively as part of a team.
• Good organisational skills, ability to organise work, follow instructions and complete tasks accurately.
• Willingness to learn and complete apprenticeship training requirements.

What We Offer

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.

Salary: National Minimum Wage with wider benefits including:

• Contributory pension
• 25 days holiday
• Buy as you earn (BAYE) share scheme
• Birthday holiday
• Holiday Purchase
• Lifestyle Discounts
• Employee Assistance Programme
• Health Cash Plan
• Eye Care
• Gym Scheme
• Life assurance
• EV Car Leasing
• Enhanced Parental Leave
• 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.