Solutions Helpdesk Technician: SOS Systems

Solutions Helpdesk Technician –

Job Description

About the Role

As a key member of the Solutions Helpdesk team, you will provide remote technical support to clients across a variety of print, scan, and network environments. Reporting directly to the Solutions Manager, you will play a critical role in diagnosing issues, maintaining software connectivity, and ensuring a smooth technical experience for our customers. This position offers an excellent opportunity for someone with strong problem solving abilities and a passion for technology. Full training will be provided.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first‑line support for client issues related to print, scan, and basic networking environments, resolving problems via phone, email, and remote access tools.
• Diagnose and resolve technical issues with on‑premise and cloud‑based print/scan management solutions.
• Identify cases requiring escalation and route them appropriately to 2nd/3rd‑line support teams.

Software & Device Management

• Maintain and monitor connectivity for client reporting software and embedded printer integrations.
• Perform updates and routine maintenance on client software as required.
• Assist customers who operate without dedicated management software by identifying opportunities to enhance their setup and recommending appropriate solutions.

Ticketing & Documentation

• Manage support tickets in the service desk system, ensuring accurate tracking, prioritisation, and timely resolution.
• Create and maintain clear, helpful knowledge base articles for commonly encountered issues and solutions.
• Record troubleshooting steps, resolutions, and follow‑up actions to support continuous improvement of the service.

Customer Interaction

• Deliver excellent communication and customer service via phone and email, aiming to provide clear guidance, even to non‑technical users.
• Build strong customer relationships by demonstrating professionalism, patience, and a solutions‑oriented approach.

Upselling & Value‑Add

• Recognise opportunities to recommend print/scan management software or upgraded solutions to customers whose environments would benefit from improved automation or reporting.

Skills & Attributes

• Strong problem solving capabilities and an analytical mindset.
• Effective communicator with the ability to explain technical concepts in a user‑friendly way.
• Excellent time‑management skills, able to prioritise tasks efficiently.
• Confident working independently as well as part of a team.
• Self‑motivated and eager to learn new systems and technologies.
• Solid understanding of IT fundamentals (networks, software, hardware).

Preferred Background

• Experience in a technical support or helpdesk role is desirable but not essential, full training will be provided.
• Familiarity with ticketing systems and remote‑support tools is an advantage.

Work Environment

• Office‑based position with collaborative team support.
• Opportunities for skill development, exposure to modern print and scan management solutions, and progression into more advanced technical roles.