29 Technical Support jobs in Bahrain

We are seeking two experienced Technical Support Technicians to provide comprehensive IT support services for a prominent educational institution in Bahrain. The role will involve on-site technical support for faculty, staff, and student facilities, ensuring all devices and IT infrastructure are fully operational and secure. This position requires skilled problem-solvers with a proactive approach to troubleshooting, maintenance, and support.

Key Responsibilities:

• Diagnose and resolve issues with PCs, printers, projectors, smart screens, and other user devices across the institution.
• Install, update, and configure software, drivers, and operating systems on all devices, including student labs, ensuring compatibility with institutional applications.
• Assist with setup and troubleshooting for network connectivity on devices used by staff and students, ensuring seamless access across campus.
• Perform regular maintenance on PCs, printers, projectors, and other IT equipment, prioritizing equipment in classrooms and labs.
• Install antivirus software, perform system updates, and educate users on secure practices for device protection.
• Set up and maintain technical equipment for lectures, presentations, and events to ensure smooth operation.
• Track and manage IT assets, including maintenance logs, repairs, and replacements for university equipment.
• Maintain detailed records of support activities, solutions, and recommendations for infrastructure improvements.

Qualifications:

• Minimum of a diploma in Information Technology or a related field.
• 3 to 5 years of experience in IT technical support or a similar role, with a strong background in troubleshooting hardware and software issues.
• Certifications such as A+, Network+, or ITIL are highly advantageous and will contribute positively to the selection process.

Technical Skills:

• Proficiency with IT infrastructure, including PCs, printers, projectors, and smart screens.
• Strong understanding of network setup and device connectivity troubleshooting.

Soft Skills:

• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to addressing technical issues.
• Ability to work both independently and within a team environment.

Additional Requirements:

• This is a fully on-site role; remote work is not permitted.
• Applicants should currently reside in Bahrain, as this is an immediate requirement.

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Guide customers through installation, setup, and configuration processes.
• Escalate unresolved issues to higher-level support teams or engineering when necessary.
• Document all technical issues and resolutions in the support ticketing system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Identify trends in technical problems and report them to the product development team.
• Educate customers on product features and best practices.
• Stay current with product updates and industry advancements.
• Contribute to team goals by accomplishing related tasks and providing support to colleagues.

• Proven experience in a technical support role, preferably with IT systems or software.
• Strong understanding of operating systems, networking concepts, and common software applications.
• Excellent troubleshooting and problem-solving methodologies.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications like CompTIA A+, Network+, or CCNA are a plus.

• Provide prompt and effective technical support to customers via phone, email, and remote assistance tools.
• Diagnose and resolve hardware, software, and network issues for clients.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Troubleshoot technical problems, identify root causes, and implement timely solutions.
• Escalate complex technical issues to senior support staff or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Proactively monitor systems and networks to prevent potential issues.
• Assist in the setup and configuration of new user accounts and hardware.
• Educate customers on best practices for using technology and resolving common issues.
• Stay updated with the latest technology trends and product updates relevant to customer support.
• Provide feedback to the product development team on common issues and user experience.
• Ensure customer satisfaction by delivering timely and effective technical solutions.
• Participate in team meetings and contribute to improving support processes.

• Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant certifications (e.g., CompTIA A+, Network+, CCNA) are highly desirable.
• Minimum of 2-3 years of experience in a technical support or IT helpdesk role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and networking concepts.
• Excellent diagnostic and problem-solving skills.
• Proficiency with remote support tools and ticketing systems.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly.
• Customer-focused attitude with patience and empathy.
• Ability to work independently and as part of a team.
• Familiarity with hardware troubleshooting and repair.
• Must be authorized to work 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 advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Troubleshoot and identify root causes of technical problems.
• Escalate unresolved issues to appropriate engineering teams with detailed documentation.
• Guide users through installation, configuration, and troubleshooting processes.
• Create and update technical documentation and knowledge base articles.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Collaborate with product development teams to provide feedback on software bugs and enhancements.
• Train and mentor junior support staff.
• Ensure customer satisfaction by delivering prompt and effective solutions.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support or IT helpdesk roles.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux).
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP).
• Experience with cloud computing platforms (AWS, Azure, GCP) is a plus.
• Familiarity with scripting languages (e.g., Python, PowerShell) is advantageous.
• Excellent analytical and problem-solving skills.
• Outstanding communication and customer service abilities.
• Ability to manage multiple priorities and work under pressure.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are desirable.

• Provide advanced technical support to clients experiencing issues with software and hardware.
• Diagnose and resolve complex technical problems efficiently and effectively.
• Respond to customer inquiries via phone, email, chat, and ticketing systems.
• Guide users through troubleshooting steps and provide clear, concise solutions.
• Escalate unresolved issues to senior technical teams, providing detailed information.
• Document all customer interactions, issues, and resolutions in the CRM/ticketing system.
• Contribute to the development and maintenance of the technical knowledge base.
• Identify trends in customer issues and report them to product development teams.
• Stay up-to-date with product updates and technical advancements.
• Ensure a high level of customer satisfaction through timely and effective support.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support or IT helpdesk roles.
• Proven experience with troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with network protocols and hardware components.
• Excellent diagnostic, analytical, and problem-solving skills.
• Strong customer service orientation and interpersonal skills.
• Ability to communicate technical information effectively to non-technical users.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).

• Provide in-depth technical support and troubleshooting for complex issues related to company products and services, including hardware, software, and network configurations.
• Act as a point of escalation for challenging customer inquiries received by the Tier 1 and Tier 2 support teams.
• Diagnose, analyze, and resolve technical problems efficiently, documenting all steps taken.
• Develop and maintain technical knowledge base articles, troubleshooting guides, and FAQs.
• Collaborate with product development and engineering teams to identify and report bugs, provide feedback on product improvements, and contribute to product testing.
• Guide and mentor junior technical support staff, sharing expertise and best practices.
• Manage customer cases effectively, ensuring timely resolution and clear communication throughout the process.
• Participate in on-call rotation to provide after-hours support as needed.
• Identify recurring technical issues and proactively propose solutions to prevent future occurrences.
• Stay updated with the latest product releases, technologies, and industry trends.
• Contribute to the development and improvement of support processes and tools.
• Assist in training new support team members.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 7 years of experience in technical support, system administration, or a similar role, with at least 3 years in a senior capacity.
• Proven expertise in troubleshooting complex hardware, software, and network issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common enterprise applications.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent analytical, diagnostic, and problem-solving skills.
• Superior communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience with cloud platforms (AWS, Azure) or specific programming languages is a plus.