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.
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