1372 Technical Support jobs in Riffa

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues.
• Escalate critical issues to relevant technical teams and ensure timely resolution.
• Create and maintain comprehensive documentation, FAQs, and knowledge base articles.
• Train and mentor junior customer support representatives.
• Analyze customer feedback and identify areas for service improvement.
• Collaborate with product and engineering teams to communicate customer pain points and suggest product enhancements.
• Manage and prioritize incoming support tickets to ensure service level agreements are met.
• Proactively identify and resolve potential customer issues.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in customer support or technical helpdesk roles.
• Proven experience troubleshooting complex software and hardware problems.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly and concisely to diverse audiences.
• Experience in mentoring or leading junior team members is a plus.
• Customer-centric mindset with a commitment to delivering outstanding service.

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-level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly.
• Troubleshoot and diagnose hardware, software, and network problems.
• Guide customers through step-by-step solutions for technical issues.
• Escalate complex issues to senior support staff or appropriate departments when necessary.
• Document all support interactions, issues, and resolutions accurately in a ticketing system.
• Maintain a high level of customer satisfaction by providing efficient and friendly support.
• Contribute to the knowledge base by creating and updating FAQs, user guides, and troubleshooting articles.
• Assist with the setup and configuration of new hardware and software for users.
• Identify trends in customer issues and provide feedback to the development and product teams.
• Stay updated on product knowledge and technical advancements.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Assist with user account management and permissions.
• Participate in team meetings and training sessions.
• Provide remote support to users as needed.

• High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.
• Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
• Proficiency in troubleshooting common operating systems (Windows, macOS) and software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is desirable.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Patience and a customer-centric attitude.
• Ability to work effectively in a hybrid environment.
• Experience with remote support tools.
• Basic understanding of hardware components and troubleshooting.

• Lead and manage the technical support and helpdesk team, providing guidance and performance feedback.
• Develop and implement support strategies, policies, and procedures to ensure high levels of customer satisfaction.
• Oversee the resolution of complex technical issues, escalating when necessary.
• Manage support tickets and ensure timely and effective resolution.
• Train and mentor support staff, fostering a knowledgeable and customer-centric team.
• Develop and maintain a comprehensive knowledge base of support articles and troubleshooting guides.
• Monitor support metrics and KPIs, identifying trends and areas for improvement.
• Collaborate with engineering and product teams to address recurring technical issues and suggest product enhancements.
• Manage relationships with third-party support vendors, if applicable.
• Ensure the efficient operation of helpdesk software and tools.
• Provide reporting on support team performance and customer satisfaction levels.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or IT helpdesk roles, with at least 2 years in a management or team lead capacity.
• Strong understanding of IT infrastructure, operating systems, and common software applications.
• Proven experience in managing and motivating technical support teams.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with a focus on customer service.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to diagnose and resolve a wide range of technical issues.
• Experience in developing training materials and knowledge base content.
• Familiarity with ITIL best practices is a plus.

• Provide first-level technical support and troubleshooting for hardware, software, and network issues via phone, email, and in-person.
• Respond to customer inquiries and resolve technical problems promptly and accurately.
• Diagnose and identify root causes of technical issues and implement effective solutions.
• Escalate complex or unresolved issues to senior support staff or relevant IT departments.
• Document all support requests, actions taken, and resolutions in the helpdesk ticketing system.
• Create and update technical documentation, knowledge base articles, and user guides.
• Assist in the installation, configuration, and maintenance of computer hardware and software.
• Conduct basic user training on software applications and IT best practices.
• Monitor system performance and identify potential issues before they impact users.
• Ensure high levels of customer satisfaction through effective communication and problem resolution.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications (e.g., Microsoft Office Suite, G Suite).
• Familiarity with network troubleshooting (TCP/IP, DNS, DHCP).
• Experience with helpdesk ticketing systems.
• Excellent problem-solving and diagnostic skills.
• Strong interpersonal and communication skills, with a patient and customer-centric approach.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience with hardware repair and troubleshooting.

• Lead and manage a team of technical support representatives, providing guidance and coaching.
• Ensure timely and effective resolution of customer technical issues via phone, email, and chat.
• Develop and implement efficient support processes and workflows.
• Monitor support queues and team performance, ensuring service level agreements (SLAs) are met.
• Act as a point of escalation for complex technical problems.
• Train new and existing support staff on products, procedures, and troubleshooting techniques.
• Create and maintain technical documentation, knowledge base articles, and FAQs.
• Identify trends in support issues and provide feedback to product development and engineering teams.
• Manage customer escalations and ensure customer satisfaction.
• Participate in on-site team meetings and training sessions as required by the hybrid work model.
• Contribute to the continuous improvement of the customer support experience.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Strong understanding of IT systems, software applications, and hardware troubleshooting.
• Excellent problem-solving and analytical skills.
• Proficiency in using helpdesk and ticketing software (e.g., Zendesk, ServiceNow).
• Exceptional communication, interpersonal, and customer service skills.
• Experience with remote team management tools and practices is beneficial.
• Ability to work effectively in a hybrid work environment.
• Strong organizational and time-management skills.