152 IT Support Staff jobs in Bahrain

• 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.

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):

• Respond to customer inquiries via phone, email, and chat.
• Provide technical support and troubleshoot issues.
• Resolve customer complaints efficiently and courteously.
• Educate customers on products and services.
• Maintain accurate records of customer interactions.
• Collaborate with other departments to resolve complex issues.
• Strive to achieve high customer satisfaction ratings.

• High school diploma or equivalent; Bachelor's degree preferred.
• Proven experience in customer service or helpdesk support.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Patience, empathy, and a customer-focused attitude.
• Proficiency in CRM software and ticketing systems.
• Ability to work in a fast-paced environment.

• A competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A supportive and inclusive work environment.
• Exposure to cutting-edge technologies/industry practices.
• Work-life balance initiatives.

• Respond to customer inquiries and provide technical support via phone, email, and live chat.
• Troubleshoot product or service issues and guide customers through resolution steps.
• Escalate complex problems to higher-level support or technical teams when necessary.
• Maintain accurate and detailed records of all customer interactions and resolutions in the CRM system.
• Educate customers on product features, functionalities, and best practices.
• Identify and recommend potential improvements to processes or products based on customer feedback.
• Meet and exceed individual and team performance metrics, including response times and customer satisfaction.
• Stay up-to-date with product updates, new features, and relevant industry knowledge.
• Collaborate with other departments to ensure a seamless customer experience.
• Adhere to company policies and procedures for data privacy and security.

• High school diploma or equivalent; Bachelor's degree is a plus.
• 1-3 years of experience in a customer service, helpdesk, or technical support role.
• Excellent verbal and written communication skills in English; Arabic proficiency is a plus.
• Strong problem-solving and troubleshooting abilities.
• Patience, empathy, and a customer-centric mindset.
• Proficiency in using CRM software (e.g., Zendesk, Salesforce Service Cloud) and Microsoft Office Suite.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Reliable internet connection and a quiet home office environment for remote work.
• Flexibility to work occasional evenings or weekends as per business needs.

• Provide first-level technical support to customers via multiple channels (phone, email, chat).
• Diagnose and troubleshoot software and technical issues efficiently and accurately.
• Guide customers through step-by-step solutions and provide clear instructions.
• Document customer interactions, issues, and resolutions thoroughly in the CRM system.
• Escalate complex or unresolved issues to senior support engineers or relevant departments.
• Maintain a high level of customer satisfaction through professional and empathetic communication.
• Stay up-to-date with product knowledge, software updates, and common technical issues.
• Identify recurring problems and suggest improvements to product or support processes.
• Contribute to the creation and maintenance of a knowledge base for common FAQs.
• Collaborate with product development and QA teams to report bugs and suggest feature enhancements.

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in a customer support or helpdesk role, preferably in a tech environment.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Excellent written and verbal communication skills in English and Arabic (preferred).
• Exceptional problem-solving and troubleshooting abilities.
• Patience, empathy, and a strong customer-centric approach.
• Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and Microsoft Office Suite.
• Ability to work independently and as part of a collaborative team.
• Experience with remote support tools is a plus.
• Flexibility to work in shifts if required.

• Provide exceptional customer support via phone, email, and chat.
• Address customer inquiries, resolve issues, and provide accurate information.
• Troubleshoot technical problems and guide users through solutions.
• Document customer interactions and resolutions in a CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Maintain a high level of customer satisfaction and professionalism.
• Stay updated on product knowledge and service offerings.
• Identify trends in customer issues to help improve services.
• Participate in team meetings and contribute to strategic planning.
• Maintain accurate documentation and reporting.
• Ensure adherence to all company policies and procedures.
• Foster a culture of continuous improvement and learning.

• Relevant qualifications or experience for the specific role.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Problem-solving skills and attention to detail.
• Proficiency with relevant software and tools.
• Commitment to continuous learning and professional development.

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• A supportive and collaborative work environment.
• Access to cutting-edge tools and technologies.
• Comprehensive health and wellness programs.
• Generous paid time off and holidays.
• A chance to work on impactful projects and contribute to a leading organization.
• Dynamic and inclusive company culture.
• Additional company perks such as professional development stipends and wellness initiatives.
• Participation in exciting new projects that shape the future of our industry.
• A commitment to diversity, equity, and inclusion in the workplace.
• Regular team-building activities and social events.
• Opportunity to work with industry experts and thought leaders.

• Provide technical support and troubleshooting for hardware, software, and network issues via phone, email, or in-person.
• Install, configure, and maintain computer systems, peripherals, and software.
• Respond to help desk tickets and resolve issues in a timely and efficient manner.
• Assist users with account setup, password resets, and access permissions.
• Perform routine system maintenance, updates, and backups.
• Document technical issues, resolutions, and procedures.
• Escalate complex issues to senior IT staff or relevant departments when necessary.
• Support network connectivity, Wi-Fi, and printer issues.
• Provide technical guidance and training to end-users.
• Ensure compliance with IT policies and security protocols.
• Manage IT inventory and asset tracking.
• Participate in IT projects as assigned.
• Contribute to the continuous improvement of IT support processes.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in an IT support or help desk role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and basic troubleshooting.
• Experience with ticketing systems and remote support tools.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and as part of a team.
• CompTIA A+, Network+, or Microsoft certifications are a plus.
• Ability to lift and move computer equipment as needed.
• Detail-oriented and organized.
• Proactive in identifying and resolving issues.

• Develop, test, and deploy high-quality software solutions.
• Design and implement robust and scalable IT infrastructure.
• Provide technical support and troubleshooting for hardware and software issues.
• Manage and maintain databases, ensuring data integrity and security.
• Collaborate with product managers and designers to define software requirements.
• Conduct code reviews and ensure adherence to coding standards.
• Implement cybersecurity measures to protect systems and data.
• Automate routine tasks and improve system efficiency.
• Stay updated with emerging technologies and industry best practices.
• Document technical specifications and operational procedures.

• Bachelor's degree in a relevant field (e.g., Business Administration, Computer Science, Engineering, Social Work, etc. based on category).
• Proven experience in a similar role, demonstrating ability to meet objectives.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and time management abilities, with attention to detail.
• Proficiency in relevant software and tools (e.g., MS Office Suite, industry-specific software).
• Ability to work independently and as part of a collaborative team.
• Problem-solving aptitude and a proactive approach to challenges.
• Residency in Bahrain or willingness to relocate to Nuwaidrat, Southern, BH .

• Competitive salary package commensurate with experience.
• Comprehensive health insurance coverage.
• Generous annual leave and public holidays.
• Opportunities for professional development and career growth.
• A supportive and inclusive work environment.
• Modern office facilities in Nuwaidrat, Southern, BH .
• Employee wellness programs.
• Performance-based bonuses.
• Retirement savings plans.
• Company-sponsored events and team-building activities.

• Respond promptly and effectively to customer inquiries and support requests via phone, email, and live chat.
• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, development) for further investigation.
• Provide clear, concise, and professional explanations of products and services to customers.
• Maintain a high level of customer satisfaction by delivering empathetic, patient, and knowledgeable support.
• Collaborate with the product and engineering teams to identify recurring issues and provide feedback for product improvement.
• Stay updated on product knowledge, new features, and changes in service policies.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify opportunities to improve the customer experience and streamline support processes.

• High school diploma or equivalent; Bachelor’s degree preferred.
• 1-3 years of experience in customer service, helpdesk support, or technical support, preferably in a technology-driven environment.
• Excellent verbal and written communication skills in English; Arabic proficiency is a significant advantage.
• Strong problem-solving and analytical skills with the ability to diagnose technical issues.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently in a remote setting while maintaining high productivity.
• Familiarity with common software applications and basic IT troubleshooting.
• Strong organizational skills and attention to detail.
• Ability to adapt to new technologies and learn quickly.