357 User Support jobs in Bahrain

Company : Gulf Air Group

Division : Information Technology

Location : (Location)

Department : Information Technology

Closing Date : 16-Jan-2025

The Senior Analyst - End User Support is responsible for delivering Level 2 IT support in Microsoft Desktop environments and cloud services (Azure and AWS). This role involves troubleshooting complex issues, managing second-level support, and ensuring service levels are met. The analyst will lead technical projects, supervise daily support activities, and oversee team workload to ensure efficient delivery of solutions. Collaboration with management, users, and vendors is essential to align support initiatives with business objectives. Additionally, the analyst will continuously assess and improve support processes, maintaining accurate records and reporting on performance metrics.

1. Serve as a Level 2 support specialist to resolve complex technical and user incidents, adhering to defined standards, processes, and procedures.
2. Support in the supervision of the daily operations of the team.
3. Ensure that Service Level Agreements (SLAs) are consistently met and manage team performance to achieve high-quality support.
4. Complete assigned incidents and service requests in accordance with agreed SLAs. Ensure timely and effective resolution of all requests.
5. Support and maintain all aspects of the End User Support environment, including both physical and virtual setups. Ensure seamless functionality and address any issues promptly.
6. Follow existing processes and procedures while suggesting new or improved procedures based on experience and issue handling. Propose enhancements to streamline support operations.
7. Evaluate new and existing technology products and solutions. Provide recommendations to management for technology upgrades or changes and suggest improvements to processes and products.
8. Identify and implement cost-saving measures to reduce expenses where possible. Monitor and manage expenditures to ensure budget adherence.
9. Collaborate with users and vendors to assess business and system requirements and propose solutions that align with business needs and technical requirements.
10. Engage with vendors to address solution-related issues, request quotations, and negotiate terms. Facilitate effective communication to resolve any vendor-related concerns.
11. Oversee the daily progress of tasks and projects, including updates, enhancements, and follow-ups. Ensure that projects are completed on schedule and meet defined objectives.
12. Ensure strict adherence to policies, processes, and procedures. Deliver all tasks in compliance with established standards.
13. Review and analyze reports, documents, and procedures. Provide technical guidance and support to team members to resolve issues and improve processes.
14. Develop, maintain, and ensure the validity of all Technology & Digital Service End User Support processes and procedures. Ensure that documentation is up-to-date and reflects current practices.
15. Develop and produce various types of documentation as needed, including Requests for Proposals (RFPs), business cases, technical reports, project plans, policies, and procedures.
16. Communicate professionally via email for tasks requiring additional information. Ensure clear and concise correspondence to facilitate task completion.
17. Document findings from resolved cases with team members. Contribute to the team’s knowledge base to support future issue resolution and continuous learning.
18. Monitor and report any increasing trends, unusual activities, or recurring issues to management. Provide insights to help preempt potential problems.
19. Perform additional Ad-Hoc tasks as required across Technology & Digital Service teams.
20. Support various initiatives and projects as needed to ensure overall team success.

Bachelor’s degree in Computer Science, Computer Engineering, or equivalent IT studies.

Minimum of 2 years of relevant experience in IT support, with a strong focus on end-user support and technical troubleshooting.

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):

Company

Gulf Air Group

Division

Information Technology

Location

Department

Information Technology

Closing Date

09-May-2025

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to Users incidents and service requests, providing technical support while maintaining excellent customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems at Bahrain International Airport. The knowledge is transformed into actions by maintaining systems, resolving issues, and providing new services to BAC ICT customers/users, following the department's SOP, policies, and procedures. ICT field support shall perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents, matching against known errors.
3. Record all incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. Provide first-level support to attempt to resolve incidents, using remote control if necessary.
6. Escalate incidents to level 3 support by creating a work order on Service Desk and assigning it accordingly.
7. Track incidents until closure and keep users updated on status.
8. Escalate if incident resolution times exceed agreed service levels.
9. Conduct quality checks on closed incidents and service requests.
10. Link service request records to User ID and configurations.
11. Forward service requests to appropriate IT support groups per procedures.
12. Track service requests until closure and update users.
13. Escalate if service request completion exceeds service levels.
14. Maintain and update documentation related to technical procedures, user guides, and applications.
15. Prepare new PCs/notebooks for deployment, including OS installation, application setup, and configuring user profiles and BIOS settings.
16. Install new PCs and peripherals like printers and scanners, verifying site readiness.
17. Install additional applications as required by users.
18. Install and configure networked printers for BAC applications and airport operations.
19. Inspect and troubleshoot time attendance devices across sites.
20. Perform OS and application upgrades as needed.
21. Recover lost user data when possible.
22. Relocate PCs and peripherals as needed.
23. Attend on-site troubleshooting escalations.
24. Research, diagnose, troubleshoot, and resolve system issues.
25. Assist with major desktop OS rollouts and software licensing.
26. Track hardware and software details, including models, versions, serial numbers, and licenses.
27. Perform other tasks as part of L1 & L2 support.
28. Diagnose and resolve incidents at the initial level when appropriate.
29. Understand customer business needs and manage system events accordingly.
30. Maintain understanding of SLAs.
31. Assign cases from the support queue to L2 and third-line support.
32. Support Microsoft core business applications and OS, including Windows Server, Exchange, SQL, SharePoint.
33. Implement and support disaster recovery solutions.
34. Provide network-level support for WAN/LAN, routers, firewalls, and security.
35. Perform related duties as assigned and ensure compliance with company policies.

A minimum of a Diploma is required; a BSc. in Computer Science or equivalent is preferred.

0-2 years of related experience preferred.

If you meet the criteria and are enthusiastic about the role, we welcome your application. Please prepare the following documents to complete your application:

Company : Gulf Air Group

Division : Information Technology

Location : Bahrain International Airport

Department : Information Technology

Closing Date : 18-Feb-2025

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to user incidents and service requests where technical competence meets customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems that run Bahrain International Airport, transforming knowledge into actions by maintaining systems, resolving issues, and providing new services to BAC ICT customers/users by following the department's SOPs, policies, and procedures. ICT field support shall perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors.
3. Record all required incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. First level support to attempt to resolve the incident, using remote control if necessary for incident resolution.
6. If the incident requires escalation to level 3 support, create a work order on Service Desk and assign it to the appropriate level 3 support group.
7. Track the incident until closure and keep the user up to date with the incident status.
8. Functional escalation in case the incident resolution times exceed the agreed service levels.
9. Selective quality checks on closed incidents & service requests.
10. Link the service request record to the User ID and configurations.
11. Forward the service request to the proper IT support group, in accordance with the service request procedures.
12. Track the service request until closure and keep the user up to date with the status.
13. Functional escalation in case the service request completion times exceed the agreed service levels.
14. Maintain and update documentation relating to technical procedures, user guides, and applications.
15. Preparation of new PCs/notebook computers for deployment, including unpacking, installation of the operating system, installation of applications and clients, and setting of user profiles & PC BIOS parameters as per BAC policies.
16. Installation of new PCs and locally attached peripherals such as printers and image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, and network outlets in a timely manner.
17. Installation of additional applications as per user’s requirements such as Airport Operating System applications, Acrobat Reader, AUTOCAD, etc.
18. Preparation and onsite installation of networked printers that will serve BAC Business Applications users.
19. Preparation and onsite installation of printers for users and airport Operation systems.
20. Inspecting and troubleshooting the time attendance recording devices distributed across all sites.
21. Upgrade of operating systems and applications as per BAC Business requirements.
22. Recovery (if possible) of lost user data caused by hardware or software.
23. Relocation of PCs & peripherals as required by users.
24. Attend on-site troubleshooting upon escalation.
25. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
26. Provide advice, plan, and assist with major desktop OS rollouts.
27. Provide input and assistance into software licensing.
28. Track hardware and software model, version, serial numbers, and licensing model.
29. Any other tasks required as part of L1 & L2 support.
30. Perform initial level diagnosis of incidents and resolve them when appropriate.
31. Demonstrate a good understanding of the customer’s business needs and apply them to the management of system events & incidents.
32. Develop and maintain an understanding of customer Service Level Agreements.
33. Accept cases from the support queue and assign them to service desk L2 and third line support.
34. IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
35. Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
36. Implement and support disaster recovery solutions.
37. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
38. Perform related duties as assigned by supervisor.
39. Maintain compliance with all company policies and procedures.

A Diploma degree as minimum to accept while a BSc. Degree in Computer Science or equivalent is preferred. A minimum of 2 years’ experience in related field.

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):

• Providing first-level technical support to clients via phone, email, and chat, addressing inquiries and resolving issues related to software products.
• Troubleshooting technical problems, diagnosing root causes, and escalating complex issues to higher-level support teams when necessary.
• Guiding customers through product features, functionalities, and common troubleshooting steps.
• Maintaining accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system.
• Developing and updating customer-facing knowledge base articles, FAQs, and troubleshooting guides.
• Proactively identifying trends in customer issues and providing feedback to the product development team for continuous improvement.
• Ensuring adherence to service level agreements (SLAs) for response and resolution times.
• Contributing to a positive customer experience through efficient and empathetic communication.
• Assisting with user account management and software configuration tasks.
• Collaborating with internal teams to stay updated on product releases and technical changes.
• Gathering customer feedback to help shape future product development.

• A High School Diploma or equivalent; a Bachelor's degree in a relevant field (e.g., Computer Science, IT, Information Systems) is a strong asset.
• A minimum of 2 years of experience in customer support, technical support, or a helpdesk role, preferably in a software environment.
• Strong understanding of common software applications and operating systems.
• Excellent troubleshooting and problem-solving skills with a logical approach.
• Outstanding communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using support ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to multitask, prioritize, and manage time effectively.
• A quick learner with a passion for technology and helping people.
• Familiarity with SaaS products is a plus.

• Respond to customer inquiries and technical support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot software and hardware issues, providing clear and concise solutions to customers.
• Guide customers through product features, setup, and usage, ensuring a positive user experience.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to senior support staff or relevant departments when necessary.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a problem-solving attitude.
• Stay updated on product knowledge and industry best practices in customer service and technical support.
• Participate in team meetings and training sessions to enhance skills and share knowledge.

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Proven experience in a customer service or technical support role, preferably in the tech industry.
• Strong technical aptitude and the ability to quickly learn new software and hardware.
• Excellent communication, listening, and problem-solving skills.
• Proficiency in using customer relationship management (CRM) software and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A genuine passion for helping customers and resolving issues.
• Familiarity with common operating systems (Windows, macOS) and networking concepts is advantageous.
• Bilingual skills (Arabic and English) are a plus for this role in Riffa, Southern, BH .

• Respond to customer inquiries regarding technical issues via multiple channels.
• Diagnose and resolve hardware, software, and network problems.
• Provide step-by-step guidance to customers for troubleshooting.
• Escalate unresolved issues to appropriate technical teams.
• Document customer interactions and resolutions in a ticketing system.
• Create and update knowledge base articles and FAQs.
• Gather customer feedback to identify areas for service improvement.
• Maintain a high level of customer satisfaction.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum 2 years of experience in technical customer support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with operating systems (Windows, macOS) and common software.
• Basic understanding of networking concepts.
• Ability to work in a fast-paced environment and manage time effectively.

• Provide first-level technical support to customers via phone, email, and live chat.
• Diagnose and resolve technical issues related to software, hardware, and network connectivity.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer inquiries and provide feedback to product development and engineering teams.
• Assist in training new support staff on product knowledge and support procedures.
• Proactively identify opportunities to improve the customer support experience.
• Ensure customer satisfaction by delivering timely, efficient, and effective solutions.
• Handle customer complaints and concerns with empathy and professionalism.
• Stay up-to-date with product updates, new features, and industry trends.

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Proven experience in customer service or technical support roles, preferably in the technology sector.
• Strong understanding of common operating systems (Windows, macOS, Linux) and mobile platforms.
• Familiarity with network protocols and concepts (TCP/IP, DNS, DHCP).
• Excellent verbal and written communication skills in English.
• Ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a customer-first attitude.
• Ability to multitask and manage time effectively.
• Experience with CRM software and ticketing systems is beneficial.
• Adept at learning new technologies quickly.