407 Global IT Support jobs in Bahrain

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to service requests in a timely manner.
• Walk customers through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Identify and escalate priority issues to the appropriate resource.
• Document all technical support and maintenance schedules.
• Maintain records of customer interactions and fixes.
• Familiarize yourself with all new and emerging products and services.
• Provide training to users on new software and computer equipment.

• High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field preferred.
• 2+ years of experience in technical support or helpdesk roles.
• Proficiency with Windows, macOS, and common office software.
• Knowledge of network troubleshooting.
• Excellent communication and customer service skills.
• Ability to explain technical issues in simple terms.

• Provide remote technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide customers through problem-solving processes.
• Escalate complex issues to appropriate teams when necessary.
• Document customer interactions and resolutions accurately in the CRM.
• Create and maintain technical documentation, knowledge base articles, and FAQs.
• Identify trends in customer issues and provide feedback to product development.
• Ensure timely and effective resolution of customer inquiries.
• Adhere to service level agreements (SLAs).
• Contribute to a positive and collaborative remote team environment.

• Associate's degree in Computer Science, IT, or a related field, or equivalent experience.
• Minimum of 3 years of experience in technical support or customer service.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Experience with troubleshooting software and hardware issues.
• Excellent problem-solving and analytical skills.
• Proficiency in using CRM software and ticketing systems.
• Exceptional written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational and time management skills.
• Ability to work independently and manage workload effectively in a remote setting.

• Provide first-level technical support to users via phone, email, and chat, resolving hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, documenting all issues and resolutions in our ticketing system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Guide users through step-by-step solutions to technical problems.
• Maintain a high level of customer satisfaction by providing timely and professional support.
• Contribute to the development of our knowledge base by creating and updating support articles and FAQs.
• Assist in the installation, configuration, and maintenance of user workstations and software.
• Monitor system performance and proactively identify potential issues.
• Participate in team meetings and contribute to process improvement initiatives.
• Stay abreast of new technologies and product updates to ensure continued expertise.

• Associate's degree or equivalent practical experience in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in technical support or a similar IT role.
• Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Familiarity with troubleshooting common hardware and software issues.
• Excellent problem-solving and analytical skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk) is a plus.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused mindset with a commitment to providing excellent service.
• Enthusiasm for technology and a desire to learn.

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical support.
• Diagnose and troubleshoot hardware, software, and network issues for end-users.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Document all support interactions, resolutions, and procedures in the knowledge base.
• Assist in the creation and maintenance of support documentation and FAQs.
• Identify recurring technical issues and suggest improvements to products or services.
• Provide feedback to development teams on user-reported bugs and feature requests.
• Maintain a positive and professional attitude while interacting with customers.

• High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science or a related field is preferred.
• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
• Excellent problem-solving and analytical skills.
• Exceptional communication and active listening skills.
• Ability to explain technical concepts in a clear and concise manner to non-technical users.
• Proficiency with ticketing systems and remote support tools.
• Customer-focused mindset with a passion for helping others.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Operation

Division

Technology

Location

Closing Date

04-Nov-2024

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 7 Middle Eastern and Africa countries with a workforce of over 7,900 providing a comprehensive range of mobile voice and data services to over 42.4 million active individual and business customers as of March 31, 2024.

The B2B Technical Support Specialist will play a crucial role in ensuring the satisfaction of our enterprise customers and maintaining strong relationships by actively managing all aspects related to post-sales support for our B2B services and products. This role will involve proactive monitoring, incident handling, and maintaining robust customer relationships to guarantee satisfaction with our offerings.

1. Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally.
2. Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products.
3. Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints.
4. Provide comprehensive support for the entire B2B product portfolio, including Dedicated Internet Access, Local and Global MPLS, Ethernet to the Business, Fixed Voice, Security Products, SD-WAN, and Wi-Fi Solutions.
5. Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers.
6. Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers.
7. Effectively communicate work activities, updates, and resolutions to all relevant stakeholders.
8. Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations.
9. Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services.
10. Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery.
11. Conduct awareness workshops for change processes and compliance tailored for B2B customers.
12. Maintain a history log for all events and activities related to enterprise customers.
13. Perform all other related duties as assigned by the department.

Strong knowledge of the telecommunications products and services listed, with expertise in troubleshooting and problem resolution.

Excellent communication and interpersonal skills.

Bachelor's degree in a relevant field (e.g., Telecommunications, Information Technology).

Minimum 3-5 years of proven experience in a B2B customer support or technical support role, preferably within the telecommunications industry.

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):

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in technical support or helpdesk roles.
• In-depth knowledge of Windows, macOS, and Linux operating systems.
• Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware troubleshooting and repair.
• Familiarity with common enterprise software and applications.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.