788 Helpdesk Support Agent l1 Biometry Manama Bahrain jobs in Bahrain

About the Role:

We are seeking a highly skilled Help Desk Specialist to join our IT team. The ideal candidate will be responsible for managing and supporting the company's IT infrastructure, including desktops, servers, and computer peripherals. This role requires strong technical expertise, problem-solving skills, and the ability to ensure uninterrupted operations of critical systems.

Key Responsibilities:

• Provide administrative support for Microsoft Windows Servers within the Data Centre.
• Manage Microsoft Domain Controller, Exchange, and Microsoft 365 services.
• Diagnose and troubleshoot server, network, and end-user issues.
• Administer endpoint security, antivirus, firewalls, and patch management.
• Manage routers, switches, IP telephony, and access control systems.
• Oversee and maintain CCTV, NVR systems, and IP cameras.
• Configure, deploy, and maintain servers; apply updates and security patches.
• Handle data backup and recovery solutions, including tape library verification.
• Manage Active Directory accounts, file shares, permissions, and group policies.
• Maintain IT asset records, licenses, and hardware warranty details.
• Provide daily user support for desktops, laptops, printers, phones, and networks.
• Conduct routine system audits, backups, and security reviews.
• Coordinate with vendors for IT equipment procurement and hardware issue resolution.

Requirements:

• Proven experience in IT support, system administration, and network management.
• Strong knowledge of Microsoft Windows Server, Active Directory, Exchange, and Microsoft 365.
• Experience with routers, switches, firewalls, and network troubleshooting.
• Hands-on experience with CCTV, IP cameras, and access control systems.
• Knowledge of server backups, security, and performance monitoring.
• Excellent problem-solving skills and ability to prioritize incidents.
• Strong communication and vendor management skills.

Job Type: Full-time

Pay: BD BD per month

Company Description

Tech Bay IT Solutions is your trusted partner for comprehensive IT services, delivering tailored solutions to meet the evolving needs of your business. Our skilled team and innovative mindset ensure seamless IT operations, advanced security, and optimized efficiency—allowing you to focus on achieving your core objectives. We specialize in workflow automation, AI-driven solutions, Fawateer EFTS integration, and Customer Relationship Management (CRM), among others. Whether you're looking to streamline operations or embrace smart technologies, Tech Bay provides the necessary tools and support.

Role Description

This is a full-time, on-site role for an IT Help Desk Specialist located in Manama. The IT Help Desk Specialist will be responsible for providing technical support to users, troubleshooting hardware and software issues, managing network administration tasks, ensuring network security, and delivering excellent customer service. Daily tasks will include responding to and resolving support tickets, configuring and maintaining computer systems, and assisting with IT-related projects.

1. Provide administrative support for Microsoft Windows Servers, Domain Controller, Exchange, and Microsoft 365.
2. Diagnose, troubleshoot, and resolve server, network, and end-user issues.
3. Manage backups, data recovery, and ensure endpoint security (Antivirus, firewalls, patch management).
4. Administer Active Directory, user accounts, group policies, and security policies.
5. Configure, deploy, and maintain servers, routers, switches, IP telephony systems, and access control systems.
6. Support and maintain CCTV systems, NVRs, IP cameras, UPS, and other IT hardware.
7. Monitor server capacity, performance, and logs to proactively address issues.
8. Maintain licenses, warranty records, and coordinate with vendors for procurement and service compliance.
9. Perform system updates, security patches, audits, and ensure infrastructure reliability and security.
10. Support internal IT infrastructure including desktops, laptops, printers, and network connectivity (LAN/WAN).
11. Document incidents, resolutions, and maintain up-to-date network/security measures.

Qualifications & Skills:

• Education:
  Bachelor's degree in Computer Science, IT, or related field. Relevant certifications are a plus.
• Experience:
  Minimum
  4 years
  in IT infrastructure, server administration, and network support.
• Technical Skills:
  Windows Server, Active Directory, Exchange, Microsoft 365
  .
• Server setup, backups, security patches, and troubleshooting.
• Routers, switches, LAN/WAN, firewalls, endpoint security (Antivirus/Traps).
• CCTV, NVR, IP telephony, access control, UPS, and storage solutions.
• Other Skills:
  Vendor coordination, incident management, documentation, and network security awareness.

About the Role

Provide technical support and ensure smooth IT operations across desktops, servers, networks, and peripherals.

Key Responsibilities

• L1/L2 support (desktops, laptops, printers, peripherals)
• Administer Windows Servers, Active Directory, Exchange
• Manage Microsoft 365 accounts/services
• Perform updates, patching, and backups
• Configure/support routers, switches, basic network services
• Troubleshoot & maintain CCTV, access control, NVR/IP cameras
• Monitor performance/logs and act proactively
• Maintain endpoint protection/AV and general IT security
• Coordinate with vendors (procurement, warranty, repairs)
• Document issues, resolutions, and service records

Qualifications & Skills

• Bachelors in CS/CE or related field
• 2–4 years in IT support/helpdesk
• Hands-on with AD, Exchange, M365, Windows Servers
• Basic networking (routers, switches, DHCP, DNS)
• Experience with CCTV/access control is a plus
• Familiar with endpoint security and patching
• Strong troubleshooting & communication
• Certifications (Azure Admin, CompTIA, CCNA) are a plus

How to Apply

Send CV + certificates to 

with subject: 
IT Help Desk Specialist

.

• Lead and manage the day-to-day operations of the technical support team.
• Provide guidance, training, and performance management to customer service representatives.
• Develop and implement efficient customer support processes and workflows.
• Monitor customer service KPIs and implement strategies to improve performance.
• Handle escalated customer inquiries and complex technical issues, ensuring timely resolution.
• Act as a primary point of contact for critical customer issues.
• Collaborate with product development and engineering teams to identify and resolve product-related issues.
• Gather and analyze customer feedback to identify trends and areas for product or service improvement.
• Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Foster a customer-centric culture within the support team.
• Prepare reports on support team performance and customer feedback for management.
• Stay up-to-date with product knowledge and industry best practices in customer support.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or lead role within technical support.
• Proven experience managing a customer support team and driving performance.
• Strong technical aptitude and ability to understand complex products or services.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and customer de-escalation skills.
• Proficiency with customer relationship management (CRM) software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience in developing and maintaining knowledge bases.
• Ability to work effectively under pressure and manage multiple priorities.
• Demonstrated ability to train and mentor team members.

• Lead and motivate a team of customer service representatives providing technical support.
• Develop and implement customer service policies and procedures to enhance user satisfaction.
• Monitor team performance, providing regular feedback, coaching, and training.
• Handle escalated customer inquiries and complex technical issues, ensuring timely and effective resolution.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with product development and engineering teams to relay customer issues and suggest product enhancements.
• Manage staffing schedules and ensure adequate coverage to meet service level agreements (SLAs).
• Create and maintain knowledge base articles and support documentation.
• Ensure a high level of technical proficiency within the support team.
• Foster a positive and collaborative team environment focused on customer success.

• High school diploma or equivalent; Bachelor's degree in a relevant field is a plus.
• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role, preferably in a technical support environment.
• Strong understanding of technical support processes and troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead and motivate a team.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• Familiarity with ITIL best practices is an advantage.

• Leading and managing the customer service and technical support team, including scheduling, performance management, and training.
• Developing and implementing customer support policies, procedures, and service level agreements (SLAs).
• Overseeing the resolution of escalated customer issues and technical problems.
• Analyzing customer feedback and support data to identify trends and areas for improvement.
• Ensuring the efficient and effective operation of the helpdesk and support systems.
• Collaborating with product development and engineering teams to address recurring technical issues and improve product usability.
• Developing and delivering training programs for support staff on products, services, and troubleshooting techniques.
• Monitoring customer satisfaction metrics and implementing strategies to enhance the customer experience.
• Maintaining up-to-date knowledge of the company's products and services.