1387 IT Specialist jobs in Al Muharraq

• Respond to customer support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to software installation, configuration, and operation.
• Troubleshoot hardware and network connectivity problems.
• Escalate complex issues to higher-level support teams when necessary, providing detailed documentation.
• Guide users through step-by-step solutions and provide clear, concise instructions.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Identify trends in customer issues and provide feedback to the development team for product improvement.
• Assist in creating and updating knowledge base articles and FAQs.
• Proactively identify opportunities to improve customer satisfaction and the overall support experience.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product updates and new technologies.

• High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience in a technical support or customer service role, preferably in an IT environment.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Experience with remote desktop support tools.
• Excellent verbal and written communication skills.
• Exceptional problem-solving and diagnostic abilities.
• Customer-centric approach with a high degree of patience and empathy.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with ITIL best practices is a plus.
• Proficiency in English; Arabic language skills are beneficial.

• Responding to user inquiries and technical issues via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving hardware, software, and network-related problems.
• Providing step-by-step technical assistance and clear explanations to users.
• Guiding users through installation, configuration, and troubleshooting processes.
• Documenting all support interactions, resolutions, and recurring issues in the ticketing system.
• Escalating unresolved issues to the appropriate senior support staff or development teams.
• Maintaining a knowledge base of common issues and their solutions.
• Identifying trends in support requests and providing feedback to improve products and services.
• Assisting with user account management and system access.
• Conducting remote troubleshooting and providing hands-on support when necessary.
• Educating users on best practices for technology usage.
• Participating in training sessions to stay updated on product knowledge and support procedures.
• Meeting or exceeding defined service level agreements (SLAs) for response and resolution times.

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):

• Providing advanced technical support for a wide range of hardware, software, and network-related issues.
• Diagnosing and resolving complex IT problems, often involving intricate system configurations.
• Managing and prioritizing escalated support tickets using a ticketing system.
• Creating and maintaining technical documentation, knowledge base articles, and user guides.
• Mentoring and guiding junior support staff.
• Installing, configuring, and upgrading operating systems, software applications, and hardware.
• Troubleshooting network connectivity issues, including routers, switches, and firewalls.
• Participating in IT projects, such as system upgrades and migrations.
• Ensuring the security and integrity of IT systems and data.
• Conducting user training sessions on new software or IT policies.
• Proactively identifying potential IT issues and recommending preventative solutions.
• Communicating effectively with users of varying technical abilities.

• Providing advanced technical support to customers via phone, email, and chat for our client's software products.
• Diagnosing and resolving complex software and hardware issues, escalating when necessary to engineering teams.
• Documenting customer interactions, issues, and resolutions in the CRM system.
• Developing and maintaining comprehensive knowledge base articles and troubleshooting guides.
• Training and mentoring junior support staff on technical issues and customer service best practices.
• Identifying recurring customer issues and providing feedback to product development teams for product improvement.
• Managing customer escalations and ensuring timely resolution of critical issues.
• Contributing to the improvement of support processes and tools.
• Participating in product testing and providing input on new releases.
• Building strong relationships with key clients to ensure satisfaction and retention.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 4 years of experience in technical support, helpdesk, or customer service roles, with at least 2 years in a senior capacity.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Strong analytical and problem-solving skills with a systematic approach to troubleshooting.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with strong empathy and patience.
• Ability to work independently and as part of a collaborative team.
• Proficiency in scripting languages (e.g., Python, PowerShell) is a plus.
• Experience with cloud-based software is an advantage.

• Provide Tier 2 and Tier 3 technical support for software and hardware issues, troubleshooting complex problems.
• Lead and mentor a team of technical support representatives, fostering a culture of continuous improvement and customer advocacy.
• Develop and implement effective support processes and procedures to enhance efficiency and customer satisfaction.
• Manage the escalation of complex technical issues to engineering or development teams, ensuring timely resolution.
• Analyze support tickets and trends to identify root causes of recurring issues and recommend preventative measures.
• Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and technical documentation.
• Conduct training sessions for support staff to enhance their technical skills and product knowledge.
• Monitor team performance metrics, providing regular feedback and coaching to individual team members.
• Collaborate with product management and engineering teams to provide feedback on product usability and identify areas for improvement.
• Ensure adherence to service level agreements (SLAs) for issue resolution and response times.
• Manage customer communication during critical incidents, providing clear and concise updates.
• Stay current with the latest technological advancements and industry best practices in technical support.
• Contribute to the development and implementation of new support tools and technologies.
• Participate in on-call rotation to provide after-hours support as needed.
• Champion customer satisfaction by ensuring all interactions are professional, helpful, and resolve the customer's issue effectively.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Strong understanding of ITIL best practices and frameworks.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Exceptional interpersonal and communication skills, both written and verbal.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong customer service orientation and a commitment to exceeding expectations.
• Proficiency in scripting languages (e.g., Python, PowerShell) is a significant advantage.