569 End User Support jobs in Bahrain

Company

Gulf Air Group

Division

Information Technology

Location

Department

Information Technology

Closing Date

09-May-2025

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to Users incidents and service requests, providing technical support while maintaining excellent customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems at Bahrain International Airport. The knowledge is transformed into actions by maintaining systems, resolving issues, and providing new services to BAC ICT customers/users, following the department's SOP, policies, and procedures. ICT field support shall perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents, matching against known errors.
3. Record all incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. Provide first-level support to attempt to resolve incidents, using remote control if necessary.
6. Escalate incidents to level 3 support by creating a work order on Service Desk and assigning it accordingly.
7. Track incidents until closure and keep users updated on status.
8. Escalate if incident resolution times exceed agreed service levels.
9. Conduct quality checks on closed incidents and service requests.
10. Link service request records to User ID and configurations.
11. Forward service requests to appropriate IT support groups per procedures.
12. Track service requests until closure and update users.
13. Escalate if service request completion exceeds service levels.
14. Maintain and update documentation related to technical procedures, user guides, and applications.
15. Prepare new PCs/notebooks for deployment, including OS installation, application setup, and configuring user profiles and BIOS settings.
16. Install new PCs and peripherals like printers and scanners, verifying site readiness.
17. Install additional applications as required by users.
18. Install and configure networked printers for BAC applications and airport operations.
19. Inspect and troubleshoot time attendance devices across sites.
20. Perform OS and application upgrades as needed.
21. Recover lost user data when possible.
22. Relocate PCs and peripherals as needed.
23. Attend on-site troubleshooting escalations.
24. Research, diagnose, troubleshoot, and resolve system issues.
25. Assist with major desktop OS rollouts and software licensing.
26. Track hardware and software details, including models, versions, serial numbers, and licenses.
27. Perform other tasks as part of L1 & L2 support.
28. Diagnose and resolve incidents at the initial level when appropriate.
29. Understand customer business needs and manage system events accordingly.
30. Maintain understanding of SLAs.
31. Assign cases from the support queue to L2 and third-line support.
32. Support Microsoft core business applications and OS, including Windows Server, Exchange, SQL, SharePoint.
33. Implement and support disaster recovery solutions.
34. Provide network-level support for WAN/LAN, routers, firewalls, and security.
35. Perform related duties as assigned and ensure compliance with company policies.

A minimum of a Diploma is required; a BSc. in Computer Science or equivalent is preferred.

0-2 years of related experience preferred.

If you meet the criteria and are enthusiastic about the role, we welcome your application. Please prepare the following documents to complete your application:

Company : Gulf Air Group

Division : Information Technology

Location : Bahrain International Airport

Department : Information Technology

Closing Date : 18-Feb-2025

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to user incidents and service requests where technical competence meets customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems that run Bahrain International Airport, transforming knowledge into actions by maintaining systems, resolving issues, and providing new services to BAC ICT customers/users by following the department's SOPs, policies, and procedures. ICT field support shall perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors.
3. Record all required incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. First level support to attempt to resolve the incident, using remote control if necessary for incident resolution.
6. If the incident requires escalation to level 3 support, create a work order on Service Desk and assign it to the appropriate level 3 support group.
7. Track the incident until closure and keep the user up to date with the incident status.
8. Functional escalation in case the incident resolution times exceed the agreed service levels.
9. Selective quality checks on closed incidents & service requests.
10. Link the service request record to the User ID and configurations.
11. Forward the service request to the proper IT support group, in accordance with the service request procedures.
12. Track the service request until closure and keep the user up to date with the status.
13. Functional escalation in case the service request completion times exceed the agreed service levels.
14. Maintain and update documentation relating to technical procedures, user guides, and applications.
15. Preparation of new PCs/notebook computers for deployment, including unpacking, installation of the operating system, installation of applications and clients, and setting of user profiles & PC BIOS parameters as per BAC policies.
16. Installation of new PCs and locally attached peripherals such as printers and image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, and network outlets in a timely manner.
17. Installation of additional applications as per user’s requirements such as Airport Operating System applications, Acrobat Reader, AUTOCAD, etc.
18. Preparation and onsite installation of networked printers that will serve BAC Business Applications users.
19. Preparation and onsite installation of printers for users and airport Operation systems.
20. Inspecting and troubleshooting the time attendance recording devices distributed across all sites.
21. Upgrade of operating systems and applications as per BAC Business requirements.
22. Recovery (if possible) of lost user data caused by hardware or software.
23. Relocation of PCs & peripherals as required by users.
24. Attend on-site troubleshooting upon escalation.
25. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
26. Provide advice, plan, and assist with major desktop OS rollouts.
27. Provide input and assistance into software licensing.
28. Track hardware and software model, version, serial numbers, and licensing model.
29. Any other tasks required as part of L1 & L2 support.
30. Perform initial level diagnosis of incidents and resolve them when appropriate.
31. Demonstrate a good understanding of the customer’s business needs and apply them to the management of system events & incidents.
32. Develop and maintain an understanding of customer Service Level Agreements.
33. Accept cases from the support queue and assign them to service desk L2 and third line support.
34. IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
35. Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
36. Implement and support disaster recovery solutions.
37. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
38. Perform related duties as assigned by supervisor.
39. Maintain compliance with all company policies and procedures.

A Diploma degree as minimum to accept while a BSc. Degree in Computer Science or equivalent is preferred. A minimum of 2 years’ experience in related field.

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application, you would need the following document(s):

About Moyasar:

At Moyasar Financial Company, we build innovative and reliable payment solutions that empower businesses to grow and operate efficiently. As a fast-growing fintech company, we are looking for a Technical Support Specialist to join our team and play a vital role in supporting merchants during integration and resolving technical challenges quickly and efficiently.

Role Overview:

As a Technical Support Specialist, you will support our merchants during the integration process, troubleshoot technical issues, and provide expert-level assistance. This is a hands-on, technical role ideal for someone who is proactive, fast at problem-solving, and eager to learn.

Key Responsibilities:

• Provide technical support to merchants during the onboarding and integration stages.
• Troubleshoot and resolve API, SDK, or platform-related issues.
• Communicate technical concepts clearly to non-technical users.
• Collaborate with the engineering team to escalate and resolve complex issues.
• Continuously learn and adapt to new technologies and tools.
• Ensure timely and high-quality responses to support tickets and inquiries.

Requirements:

• Bachelor degree majoring, IT, IS, MIS, and related.
• 1–2 years of experience in a technical support or developer support role
• Proficiency in multiple programming languages
• Strong problem-solving skills and ability to work under pressure
• Quick learner with a passion for technology and customer success
• Excellent communication skills in both English and Arabic
• Experience in fintech or financial services is preferred

We are seeking two experienced Technical Support Technicians to provide comprehensive IT support services for a prominent educational institution in Bahrain. The role will involve on-site technical support for faculty, staff, and student facilities, ensuring all devices and IT infrastructure are fully operational and secure. This position requires skilled problem-solvers with a proactive approach to troubleshooting, maintenance, and support.

Key Responsibilities:

• Diagnose and resolve issues with PCs, printers, projectors, smart screens, and other user devices across the institution.
• Install, update, and configure software, drivers, and operating systems on all devices, including student labs, ensuring compatibility with institutional applications.
• Assist with setup and troubleshooting for network connectivity on devices used by staff and students, ensuring seamless access across campus.
• Perform regular maintenance on PCs, printers, projectors, and other IT equipment, prioritizing equipment in classrooms and labs.
• Install antivirus software, perform system updates, and educate users on secure practices for device protection.
• Set up and maintain technical equipment for lectures, presentations, and events to ensure smooth operation.
• Track and manage IT assets, including maintenance logs, repairs, and replacements for university equipment.
• Maintain detailed records of support activities, solutions, and recommendations for infrastructure improvements.

Qualifications:

• Minimum of a diploma in Information Technology or a related field.
• 3 to 5 years of experience in IT technical support or a similar role, with a strong background in troubleshooting hardware and software issues.
• Certifications such as A+, Network+, or ITIL are highly advantageous and will contribute positively to the selection process.

Technical Skills:

• Proficiency with IT infrastructure, including PCs, printers, projectors, and smart screens.
• Strong understanding of network setup and device connectivity troubleshooting.

Soft Skills:

• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to addressing technical issues.
• Ability to work both independently and within a team environment.

Additional Requirements:

• This is a fully on-site role; remote work is not permitted.
• Applicants should currently reside in Bahrain, as this is an immediate requirement.

• Provide technical assistance and support related to computer systems, software, and hardware.
• Respond to queries and requests for technical assistance via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Guide users on problem resolution and best practices for IT usage.
• Manage and maintain IT infrastructure, including servers, networks, and security systems.
• Document all issues and resolutions in the ticketing system.
• Escalate unresolved issues to appropriate senior technical staff or vendors.
• Assist with the setup of new user accounts and computer workstations.
• Contribute to the development of IT knowledge base articles and user guides.

• Proven experience as a Technical Support Specialist or similar IT support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Experience with network troubleshooting and support.
• Excellent problem-solving and analytical skills.
• Strong customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• High school diploma or equivalent required; Associate's or Bachelor's degree in Computer Science or a related field is preferred.
• Ability to work on-site in Hidd, Muharraq, BH.