99 Service Operations jobs in Bahrain

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to requests for technical assistance in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues.
• Guide users through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Identify and escalate issues requiring higher-level support.
• Document all technical support and customer interactions.
• Maintain knowledge base of technical issues and solutions.
• Provide feedback on common issues and potential system improvements.

• High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is a plus.
• Minimum of 2 years of experience in technical support or IT helpdesk.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and software applications.
• Familiarity with networking concepts and troubleshooting.
• Experience with ticketing systems and remote support tools.
• Excellent customer service, communication, and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical abilities.

• Respond to customer inquiries and technical issues via phone, email, and chat in a timely and efficient manner.
• Diagnose and troubleshoot software, hardware, and network problems, providing clear and concise solutions.
• Escalate unresolved issues to appropriate internal teams, ensuring thorough documentation and follow-up.
• Guide users through step-by-step solutions and provide proactive technical advice.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Participate in training sessions to stay current with product updates and new technologies.
• Monitor system performance and identify potential issues before they impact users.
• Provide feedback to product development teams on recurring issues and areas for improvement.
• Contribute to a positive and collaborative team environment.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Excellent diagnostic and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Patience, empathy, and a customer-first attitude.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve complex technical issues related to software applications, operating systems, and hardware configurations.
• Guide customers through step-by-step solutions for common and uncommon technical problems.
• Escalate unresolved issues to appropriate senior technical staff or development teams.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Create and maintain a knowledge base of common problems and their solutions.
• Provide feedback to product development teams on recurring issues and potential improvements.
• Assist in the testing of new software releases and updates.
• Proactively monitor system performance and identify potential issues before they impact users.
• Conduct remote support sessions to troubleshoot and resolve user issues effectively.
• Educate customers on product features and best practices to minimize future support needs.
• Ensure customer satisfaction through efficient and effective problem resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proven experience (2+ years) in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Experience with troubleshooting hardware, network connectivity, and software issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a passion for problem-solving.
• Ability to work independently and manage multiple priorities simultaneously.
• Familiarity with ITIL best practices is a plus.
• Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is preferred.
• Knowledge of cybersecurity principles and best practices is advantageous.

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 advanced technical support to end-users via phone, email, and remote assistance tools.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate senior technical staff or vendor support when necessary.
• Guide users through step-by-step solutions for technical problems.
• Install, configure, and maintain workstations, printers, and other peripheral devices.
• Manage and support IT infrastructure, including servers, network devices, and cloud services.
• Create and maintain comprehensive documentation, including knowledge base articles, user guides, and troubleshooting procedures.
• Assist in the development and implementation of IT policies and procedures.
• Monitor system performance and identify potential issues proactively.
• Train junior support staff on technical issues and best practices.
• Participate in IT projects, such as system upgrades and new implementations.
• Ensure timely and effective resolution of all customer support requests.
• Contribute to the improvement of IT support processes and customer satisfaction.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in technical support or IT helpdesk roles.
• Proven expertise in troubleshooting Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Strong knowledge of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting.
• Experience with server administration (Windows Server) and active directory management.
• Familiarity with cloud platforms (e.g., Azure, AWS) and virtualisation technologies.
• Excellent analytical and problem-solving skills.
• Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• IT certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP) are highly advantageous.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira).

• Managing and mentoring a team of Tier 2 and Tier 3 technical support professionals.
• Developing and implementing effective support strategies and procedures.
• Serving as the escalation point for complex technical issues.
• Analyzing support tickets to identify trends and areas for improvement.
• Creating and maintaining a comprehensive knowledge base for common issues and solutions.
• Collaborating with product development and engineering teams to provide feedback and resolve recurring problems.
• Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Providing hands-on technical assistance and training to team members.
• Communicating effectively with customers to understand their needs and provide solutions.
• Contributing to the continuous improvement of support tools and technologies.

• Provide advanced technical support and troubleshooting for software, hardware, and network issues via phone, email, and remote access tools.
• Diagnose and resolve complex technical problems, escalating issues to appropriate internal teams when necessary.
• Guide customers through step-by-step solutions to technical challenges.
• Maintain detailed records of customer interactions, issues, and resolutions in the ticketing system.
• Develop and update technical documentation, knowledge base articles, and FAQs.
• Identify trends in support requests and provide feedback to the product development team for system improvements.
• Train and mentor junior support staff, sharing technical expertise and best practices.
• Proactively monitor system performance and identify potential issues before they impact users.
• Ensure adherence to service level agreements (SLAs) and strive for first-contact resolution.
• Assist with the installation, configuration, and maintenance of client systems.
• Contribute to the continuous improvement of support processes and procedures.

• 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 or helpdesk roles, with a strong emphasis on troubleshooting complex issues.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
• Experience with remote desktop support tools and IT ticketing systems (e.g., Zendesk, ServiceNow).
• Strong analytical and problem-solving skills with a methodical approach to issue resolution.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional are highly desirable.
• Experience with scripting or basic programming languages is a plus.