Solutions Helpdesk Technician

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., 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.

Do you have experience in Time management?, * 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.

SOS Systems is a leading provider of print and document management in the UK. With offices in Crawley, London and Southampton, the business has seen significant growth over the last 12 months and is looking to expand its Solutions team.