41 IT Professionals jobs in Bahrain

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.

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):

• Provide Tier 2 and Tier 3 technical support for software, hardware, and network-related issues.
• Troubleshoot and resolve complex technical problems, escalating issues to appropriate teams when necessary.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Document technical issues, resolutions, and user guides to build a comprehensive knowledge base.
• Assist in the installation, configuration, and maintenance of IT systems and applications.
• Conduct remote diagnostics and provide step-by-step guidance to users.
• Identify recurring technical issues and recommend solutions or workarounds to prevent future occurrences.
• Mentor and support junior support staff, sharing knowledge and best practices.
• Contribute to the continuous improvement of IT support processes and tools.
• Participate in IT projects as needed, providing technical expertise and support.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in technical support or a similar IT role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
• Excellent diagnostic and troubleshooting skills.
• Proficiency in problem-solving and analytical thinking.
• Outstanding customer service and interpersonal skills.
• Ability to communicate technical information clearly and concisely to both technical and non-technical users.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.

• Overseeing the day-to-day operations of the technical support department, including managing ticket queues, ensuring timely resolution of issues, and monitoring key performance indicators (KPIs).
• Providing expert-level technical troubleshooting and support for our client's software products, diagnosing complex issues across various platforms and operating systems.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower both customers and the support team.
• Training and mentoring junior support staff, fostering their technical and problem-solving skills, and conducting regular performance reviews.
• Acting as a point of escalation for challenging technical problems that cannot be resolved by the frontline support team.
• Collaborating with development and QA teams to report bugs, identify trends, and contribute to product improvements based on customer feedback.
• Implementing and refining support processes and procedures to enhance efficiency and customer experience.
• Analyzing support data to identify recurring issues, potential training needs, and areas for service improvement.
• Ensuring adherence to service level agreements (SLAs) and maintaining high standards of professionalism and customer interaction.

• Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a lead or supervisory capacity.
• Demonstrated expertise in diagnosing and resolving complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common IT infrastructure.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with customer relationship management (CRM) software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Proven ability to lead and motivate a team, manage workload, and handle stressful situations with composure.
• A proactive approach to problem-solving and a commitment to delivering outstanding customer service.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Leading and mentoring a team of technical support specialists.
• Providing advanced troubleshooting and resolution for hardware, software, and network issues.
• Developing and maintaining comprehensive knowledge base articles and support documentation.
• Analyzing support tickets to identify trends and implement proactive solutions.
• Managing and prioritizing incoming support requests and ensuring timely resolution.
• Collaborating with development and operations teams to address product bugs and enhancements.
• Training junior support staff on best practices and technical procedures.
• Implementing and optimizing IT support tools and systems.
• Monitoring system performance and ensuring service level agreements (SLAs) are met.
• Gathering customer feedback and identifying areas for service improvement.
• Performing root cause analysis for recurring technical problems.
• Escalating complex issues to appropriate teams when necessary.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5-7 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage and prioritize tasks effectively in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a strong asset.
• Experience in troubleshooting cloud-based services is preferred.
• Demonstrated ability to lead and motivate a team.