IT Support Technician: Frontline Tech & End-User Champion

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

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.