17 Help Desk Analyst jobs in Bahrain

• Providing first-line technical support to end-users via phone, email, and chat, troubleshooting and resolving IT issues.
• Diagnosing and resolving problems related to operating systems (Windows, macOS), office applications (Microsoft 365), and common software.
• Assisting users with hardware issues, including desktop computers, laptops, printers, and mobile devices.
• Troubleshooting network connectivity problems (LAN/WAN, Wi-Fi).
• Managing user accounts, passwords, and access rights within various systems.
• Logging, tracking, and documenting all support requests and resolutions in the helpdesk ticketing system.
• Escalating complex or unresolved issues to appropriate senior IT personnel or specialized teams.
• Creating and maintaining knowledge base articles and technical documentation for common issues and solutions.
• Providing basic training to users on software applications and IT best practices.
• Participating in IT projects and initiatives as needed.
• Ensuring a high level of customer satisfaction through professional and empathetic communication.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 1-2 years of experience in a technical support or helpdesk role.
• Strong knowledge of Windows operating systems and Microsoft Office Suite.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk).
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills in English; Arabic is a plus.
• Strong customer service orientation and ability to remain calm under pressure.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.

• Provide advanced technical support and troubleshooting for hardware, software, network, and system issues for internal and external users.
• Serve as an escalation point for complex technical problems, guiding junior analysts to solutions.
• Lead and mentor a team of helpdesk support analysts, providing training, guidance, and performance feedback.
• Manage the helpdesk ticketing system, ensuring timely resolution of tickets and adherence to service level agreements (SLAs).
• Develop and maintain a comprehensive knowledge base of common issues and resolutions.
• Implement and optimize helpdesk processes and procedures to improve efficiency and customer satisfaction.
• Collaborate with IT infrastructure, network, and application teams to resolve cross-functional issues.
• Assist in the deployment of new software, hardware, and system updates.
• Conduct root cause analysis for recurring issues and implement preventive measures.
• Generate reports on helpdesk performance, identifying trends and areas for improvement.
• Ensure compliance with IT security policies and data privacy regulations.

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.
• Minimum of 5-7 years of experience in IT helpdesk or technical support, with at least 2 years in a lead or supervisory role.
• Strong proficiency in troubleshooting Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• In-depth knowledge of network fundamentals (TCP/IP, DNS, VPN) and remote access technologies.
• Experience with Active Directory, user account management, and permissions.
• Excellent communication (written and verbal) and interpersonal skills, with a patient and customer-focused approach.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation) are highly desirable.
• Strong problem-solving and analytical skills.

• Experience with scripting (e.g., PowerShell) for automation.
• Familiarity with cloud computing platforms (e.g., Office 365, Azure AD).
• Experience supporting mobile devices and enterprise applications.

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 first-line and second-line technical support to clients via phone, email, chat, and remote assistance tools.
• Diagnose and troubleshoot hardware, software, and network issues, guiding users through step-by-step solutions.
• Document all support interactions, including problems, troubleshooting steps, and resolutions, in the ticketing system.
• Escalate unresolved issues to higher-tier support teams or engineering departments when necessary, ensuring proper hand-off and follow-up.
• Maintain a high level of product knowledge, staying updated on new features, bug fixes, and best practices.
• Create and update knowledge base articles, FAQs, and technical documentation for both internal teams and end-users.
• Assist clients with product installation, configuration, and setup processes.
• Identify recurring technical issues and contribute to proactive solutions to prevent future occurrences.
• Collaborate with development and QA teams to report bugs and test fixes.
• Educate users on efficient product usage and provide training sessions as required.
• Manage customer expectations regarding resolution times and communication.
• Participate in on-call rotations for after-hours support if required.
• Ensure compliance with service level agreements (SLAs) for response and resolution times.
• Provide feedback to product teams based on common customer pain points.
• Maintain a professional and empathetic demeanor during all customer interactions.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2-4 years of experience in a technical support, helpdesk, or IT support role.
• Strong understanding of operating systems (Windows, macOS), networking fundamentals (TCP/IP, DNS), and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent troubleshooting and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused with a strong commitment to providing excellent service.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
• Patience, empathy, and a positive attitude.
• Ability to adapt to new technologies and learn quickly.
• Experience supporting cloud-based applications is a plus.

• Provide first-level technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through step-by-step solutions, including setting up systems or resolving control panel errors.
• Log and track all support requests and resolutions using a ticketing system.
• Escalate complex or unresolved issues to senior technical teams.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Create and update technical documentation, FAQs, and knowledge base articles.
• Identify recurring technical problems and suggest proactive solutions.
• Ensure high levels of customer satisfaction through professional and efficient service.
• Stay updated with product knowledge, software updates, and industry best practices.

• Associate’s degree in Information Technology, Computer Science, or a related field; Bachelor’s degree preferred.
• Minimum of 2-3 years of proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and network fundamentals.
• Familiarity with remote desktop support tools and ticketing systems.
• Excellent problem-solving and analytical skills, with the ability to diagnose technical issues accurately.
• Superior communication skills, both written and verbal, in English and Arabic, with a clear and patient demeanor.
• Ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a commitment to providing exceptional service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.

• Advanced Troubleshooting: Provide expert-level technical support to clients for complex software issues via phone, email, and remote sessions, diagnosing root causes and implementing effective solutions.
• Problem Resolution: Resolve software defects, configuration issues, and integration challenges, escalating to development teams when necessary with detailed documentation.
• Client Communication: Maintain clear, professional, and empathetic communication with clients throughout the support process, providing regular updates and managing expectations.
• Knowledge Base: Create and update technical documentation, knowledge base articles, and FAQs to empower clients and junior support staff.
• Product Expertise: Develop and maintain an in-depth understanding of our client's software products, features, and functionalities.
• Collaboration: Work closely with product development, quality assurance, and sales teams to provide feedback, identify recurring issues, and contribute to product improvements.
• Performance Monitoring: Monitor system performance, identify potential issues, and recommend proactive measures to ensure stability and reliability.

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field.
• Minimum of 3-5 years of experience in a technical support role for software products, preferably enterprise-level applications.
• Strong understanding of software architectures, databases (SQL, Oracle), and operating systems (Windows Server, Linux).
• Experience with ticketing systems, remote support tools, and CRM software.
• Excellent analytical and problem-solving skills with a methodical approach to complex technical challenges.
• Strong written and verbal communication skills in English; Arabic proficiency is beneficial.
• Ability to work independently and as part of a team in a fast-paced and demanding environment.
• Relevant technical certifications are a plus.

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):

Join to apply for the OSP/ISP Construction Technical Support role at Trace Systems Inc.

Job Overview

Job Title: OSP/ISP Construction Technical Support

Location: NSA, Bahrain

Job Responsibilities

The OSP/ISP Construction Technical Support shall plan and prepare drawings for new, and removal or rearrangement of existing, overhead or underground lines, cables, and conduits to obtain optimum and economical utilization of communications facilities. Experience with Phone Installer work. Able to create and interpret technical documentation. Strong communication and interpersonal skills.

Minimum Qualifications

• An Active, in-scope US Government issued Secret clearance (Interim Secret Clearance is acceptable). Due to the nature of the work and contract requirements, US Citizenship is required.
• Minimum of (7) years of experience installing outside and interior copper and fiber cabling, fiber optic modems, fiber multiplex equipment, fiber patch panels, analog and digital copper patch panels, main and intermediate distribution frames, lightning protection, and supporting ground and power connections.
• Minimum of (7) years of experience installing cabinets, cable ladder and rack systems, and equipment components in the cabinets.
• At least two (2) years of experience in a military environment.
• Required certifications: BICSI or similar certification.
• Able to travel to support mission up to 10%.
• Education: Associates degree in a Scientific Technical discipline, OR eleven (11) years of recent specialized experience.

About Trace Systems

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.

To Apply

We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text ‘tracejobs’ to 97211 or apply directly through our website at: .

Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.