It support technician

Catchwork; United Kingdom; Remote; GBP 23,000 - 30,000; Full time

Job summary

Catchwork is seeking an IT Support Technician to join our technology team in Stoke-on-Trent. You will be the frontline hero for resolving technical issues, supporting end-users, and maintaining our IT infrastructure.

This role offers an opportunity to develop technical expertise while making a tangible impact on daily business functions. You will handle tickets via help desk channels, troubleshoot across Windows, macOS and Linux, assist with network connectivity, and manage hardware inventories.

Qualifications

• Strong understanding of LAN, VPNs, firewalls and network security.
• Experience troubleshooting Windows, macOS and Linux across devices.
• Clear communication of technical solutions to non-technical users.

Responsibilities

• Provide technical end-user support via helpdesk tickets, phone, or in-person.
• Troubleshoot hardware, OS, and software issues across multiple platforms.
• Assist with network connectivity issues (LAN, VPN, firewalls).
• Support installation, configuration and maintenance of hardware and peripherals.
• Document and manage requests using ITSM tools (BMC Remedy, ServiceNow, Jira).
• Collaborate with team to resolve complex issues and implement fixes.
• Maintain hardware asset inventory and assist in system updates.

Skills

Networking concepts

OS troubleshooting

Customer communication

Help desk tools

Desktop support

Office & collaboration apps

Independent yet collaborative

Tools

BMC Remedy

ServiceNow

Jira

Job description

We are seeking a dynamic and proactive IT Support Technician to join our technology team! In this role, you will be the frontline hero for resolving technical issues, supporting end-users, and maintaining our IT infrastructure. Your enthusiasm for technology and exceptional customer service skills will ensure smooth operations across our organization. This position offers an exciting opportunity to develop your technical expertise while making a tangible impact on daily business functions. If you thrive in fast-paced environments and enjoy solving complex problems, this role is perfect for you!

Duties

• Provide technical support to end-users via help desk tickets, phone, or in-person interactions, ensuring timely resolution of hardware and software issues
• Troubleshoot and resolve problems related to computer hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office suite
• Assist with network connectivity issues involving LAN (Local Area Network), VPN (Virtual Private Network), firewalls, and other network components
• Support the installation, configuration, and maintenance of computer hardware and peripherals such as printers, monitors, and docking stations
• Manage and document support requests using IT service management tools like BMC Remedy, ServiceNow, or Jira
• Collaborate with team members to elevateComplex issues and ensure comprehensive resolution strategies are implemented
• Maintain inventory records of hardware assets and assist in routine system updates or upgrades

Skills

• Strong understanding of computer networking concepts including LAN setup, VPN configuration, firewalls, and network security protocols
• Proven ability to troubleshoot software issues across multiple operating systems (Windows, macOS, Linux)
• Excellent communication skills to clearly explain technical solutions to non-technical users
• Experience with help desk ticketing systems such as BMC Remedy, ServiceNow or Jira for tracking support requests
• Knowledge of desktop support procedures and customer service best practices
• Familiarity with common business applications like Microsoft Office and collaboration tools
• Ability to work independently while collaborating effectively within a team environment

Join us as an IT Support Technician and become a vital part of our mission to keep technology running seamlessly! Your technical expertise combined with your passion for helping others will empower our organization to succeed every day.