213 Technical Specialist jobs in Bahrain

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 expert-level technical support to internal and external users via phone, email, and in-person interactions.
• Diagnose and resolve hardware, software, and network-related issues in a timely and efficient manner.
• Escalate complex technical problems to appropriate IT teams, ensuring clear documentation and follow-up.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Administer and support various IT systems, including operating systems (Windows, macOS), email platforms, and business applications.
• Conduct user training sessions on new software or IT policies.
• Identify recurring technical issues and propose solutions to prevent future occurrences.
• Participate in IT projects, such as system upgrades, migrations, and deployments.
• Contribute to the continuous improvement of IT support processes and workflows.
• Ensure adherence to IT security policies and procedures.
• Manage user accounts, permissions, and access rights.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in a technical support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in troubleshooting network connectivity issues (TCP/IP, DNS, DHCP).
• Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
• Familiarity with ITIL best practices is desirable.
• Excellent analytical and problem-solving skills.
• Outstanding communication and interpersonal skills, with a patient and customer-centric approach.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.

• Provide first-level technical support and troubleshooting to end-users via phone, email, and live chat.
• Diagnose and resolve hardware, software, and network-related issues.
• Guide users through step-by-step solutions for technical problems.
• Document all support interactions and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate second-level support teams or subject matter experts.
• Contribute to the development and maintenance of a comprehensive knowledge base and FAQ resources.
• Identify trends in support requests and provide feedback to improve products and services.
• Maintain a high level of customer satisfaction through efficient and effective problem resolution.
• Adhere to service level agreements (SLAs) and internal support procedures.
• Proactively identify opportunities to improve the support process and user experience.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with network protocols and troubleshooting basic network issues.
• Excellent problem-solving and analytical skills.
• Outstanding customer service and communication skills, both written and verbal.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with remote support tools and ticketing systems.
• High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Network+) are a plus.
• A reliable internet connection and a suitable home office environment.