What Jobs are available for Service Support in Bahrain?

• Lead and manage a team of customer service and helpdesk representatives.
• Oversee daily operations of the customer support function, ensuring efficient and timely resolution of inquiries.
• Handle escalated customer issues and provide effective solutions.
• Develop and implement customer service policies and procedures.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT).
• Train, coach, and mentor support staff to improve performance and service quality.
• Analyze customer feedback and support data to identify areas for improvement and implement corrective actions.
• Collaborate with other departments to address customer concerns and improve product/service offerings.
• Maintain up-to-date knowledge of products, services, and support tools.
• Contribute to the development of self-service resources and knowledge base articles.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience managing and motivating a customer support team.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Strong understanding of customer service best practices and metrics.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Ability to thrive in a fast-paced, hybrid work environment.
• Strong organizational and time management skills.
• Experience in developing training materials and conducting team workshops.

• Respond to customer inquiries and resolve issues via phone, email, and chat.
• Provide technical assistance and troubleshooting for product-related problems.
• Guide customers through product features, functionalities, and services.
• Process customer requests, orders, and returns accurately.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments or senior staff.
• Identify customer needs and proactively offer solutions.
• Contribute to the development of customer service best practices and knowledge base articles.
• Identify trends in customer feedback and report them to relevant teams.
• Maintain a high level of customer satisfaction through excellent service.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 4 years of experience in customer service, technical support, or a related role.
• Proven ability to handle customer inquiries and resolve complex issues effectively.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Empathy and patience when interacting with customers.
• Detail-oriented with strong organizational skills.
• Experience in a fast-paced customer-facing environment.

• Bachelor's degree in Business Administration, Communications, or a related field; relevant certifications are a plus.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or lead role.
• Proven experience in managing and developing customer support teams.
• Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and customer-facing skills.
• Ability to remain calm and professional under pressure.
• Experience in developing support processes and documentation.
• Proficiency in performance management and KPI tracking.
• A passion for customer advocacy and service excellence.

• Providing high-level customer support via phone, email, chat, and other channels.
• Investigating and resolving complex customer issues, complaints, and escalations in a timely and professional manner.
• Acting as a point of escalation for junior customer service representatives, providing guidance and support.
• Developing and delivering training programs for new and existing customer service staff.
• Contributing to the creation and improvement of support documentation, knowledge base articles, and FAQs.
• Identifying trends in customer inquiries and feedback, and recommending solutions to improve products or services.
• Maintaining accurate and detailed records of customer interactions and resolutions.
• Adhering to service level agreements (SLAs) and performance metrics.
• Gathering customer feedback and proactively seeking opportunities to enhance the customer experience.
• Participating in team meetings and contributing to continuous improvement initiatives.

• High school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• Minimum of 4 years of experience in a customer service or support role, with at least 1-2 years in a senior or lead capacity.
• Proven ability to handle complex customer issues and de-escalate challenging situations.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient, empathetic, and customer-centric attitude.
• Experience in training or mentoring team members is a significant advantage.
• Familiarity with (Specific Industry, e.g., SaaS, E-commerce) support is a plus.

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

HELP DESK Specialist

Job Description

• Provide administrative support for Microsoft Windows Servers within the SIU & PP Data Centre.
• Manage and maintain Microsoft Domain Controller & Exchange environments.
• Administer Microsoft 365 services and user accounts.
• Diagnose and troubleshoot server-related issues.
• Oversee and manage server backup solutions.
• Administer Traps Antivirus and ensure endpoint security.
• Coordinate with local vendors for IT equipment procurement as needed.
• Follow up with vendors to resolve hardware issues and ensure timely delivery and service level compliance.
• Conduct regular assessments of server configurations, performance, and security posture.
• Manage network devices, Routers and Switches.
• Maintain and support Access Control Systems.
• Manage and troubleshoot CCTV systems and IP cameras.
• Configure and deploy servers as required.
• Apply system updates, security patches, and service packs consistently.
• Maintain licenses, and hardware warranty records.
• Handle Exchange server configuration, monitor queue sizes, resource usage, Active Directory settings, DHCP,

Domain Controller setups, and analyzing server logs.

• Maintain UPS systems for power continuity.
• Identify and mitigate single points of failure within the infrastructure.

Kingdom of Bahrain الـبـحـــريــن مـمــلـكــة

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• Monitor system capacity and performance to preempt potential issues.
• Verify proper operation of the tape library for data backup.
• Ensure reliable configuration and operation of all IT hardware and software systems.
• Keep internal IT infrastructure current and secure.
• Install new systems and perform upgrades based on organizational needs.
• Maintain up-to-date network security measures including antivirus, firewalls, and patch management.
• Oversee data storage solutions and implement reliable backup and recovery procedures.
• Maintain uninterrupted operations of all SIU servers, routers, switches, and IP telephony systems.
• Handle daily end-user support requests and technical issues.
• Ensure continuous functionality of the NVR system and IP cameras.
• Troubleshoot and maintain network equipment and connected peripherals.
• Apply the latest security and firmware updates.
• Monitor server logs and responds proactively to performance issues.
• Set up and manage user accounts within Active Directory.
• Troubleshoot hardware and software problems, prioritize incidents, and document resolutions.
• Manage and support file server shares and access permissions.
• Perform administrative tasks such as user and group management, security policy enforcement, group policy

management, print services, and monitoring system logs.

• Monitor the health of data center infrastructure using monitoring tools and address hardware issues

promptly; assist with server provisioning and maintenance.

• Support internal infrastructure, including desktops, laptops, servers, printers, firewalls, phones, and ensure

proper functioning of internet, intranet, LANs, WANs, and network segments.

• Conduct routine system audits, including regular backups and security reviews.

Job Type: Full-time

• Lead, mentor, and coach a team of remote customer support specialists to achieve service level agreements (SLAs) and customer satisfaction goals.
• Manage daily support operations, ensuring efficient ticket handling, response times, and resolution rates.
• Develop and implement customer support policies, procedures, and best practices.
• Act as a point of escalation for complex customer issues, providing timely and effective resolutions.
• Monitor customer feedback and support metrics (e.g., CSAT, NPS, FCR), identifying trends and areas for improvement.
• Train new team members and provide ongoing coaching and performance management for the support team.
• Collaborate with product and engineering teams to identify and address recurring customer issues and suggest product enhancements.
• Contribute to the development and maintenance of knowledge base articles and customer self-service resources.
• Ensure the team is up-to-date on product knowledge and support tools.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.
• Analyze support data to identify process inefficiencies and implement solutions.
• Prepare regular reports on team performance, key metrics, and customer feedback for management.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in customer service or technical support roles, with at least 1-2 years in a leadership or supervisory capacity.
• Proven ability to lead and motivate a remote team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong problem-solving abilities and a customer-first mindset.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Proficiency in analyzing customer support data and generating reports.
• Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Experience in a technology or SaaS environment is highly desirable.
• Adaptable and capable of working effectively in a fully remote setup.

Job Description
VAM Systems
is currently looking for
Helpdesk Technicians
for our
Bahrain
operations with the following skillsets & terms and conditions:

Required Skills:

• Technicians that can support and solve IT issues remotely and on site
• Must be Fluent in Arab and English.

Terms and conditions
Joining time frame: days)

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.