436 User Support jobs in Bahrain

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):

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate support.
• Diagnose and troubleshoot technical issues reported by customers, utilizing available tools and resources.
• Guide customers through step-by-step solutions to resolve software and hardware problems.
• Escalate unresolved issues to appropriate technical teams, providing detailed documentation.
• Maintain accurate and comprehensive records of customer interactions and resolutions in the CRM system.
• Educate customers on product features and best practices to prevent future issues.
• Contribute to the development of FAQs, knowledge base articles, and support documentation.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Ensure a high level of customer satisfaction by delivering professional and courteous service.
• Stay up-to-date with product updates, new features, and technical changes.
• Collaborate with team members to share knowledge and best practices.
• Adhere to service level agreements (SLAs) for response and resolution times.

• Proven experience in a customer support or technical helpdesk role.
• Strong understanding of software applications and operating systems.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with CRM software and ticketing systems.
• Basic knowledge of networking concepts is a plus.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Familiarity with SaaS products is advantageous.

• Lead, train, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee the daily operations of the technical support department, ensuring service level agreements (SLAs) are met.
• Handle escalated customer technical issues and provide advanced troubleshooting support.
• Develop and implement efficient support processes and workflows to enhance customer satisfaction.
• Monitor support ticket queues and ensure timely response and resolution of customer inquiries.
• Analyze support data to identify trends, common issues, and areas for product improvement.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with product development and engineering teams to resolve complex technical problems.
• Manage customer feedback and implement strategies for service improvement.
• Contribute to the strategic planning and goal setting for the customer support department.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 4 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
• Proven experience with technical troubleshooting and problem-solving in a software environment.
• Excellent understanding of helpdesk software and CRM systems.
• Strong communication, interpersonal, and customer service skills.
• Ability to motivate and lead a team effectively.
• Familiarity with ITIL best practices is a plus.
• Ability to manage multiple priorities and work effectively in a hybrid work model.
• Proficiency in diagnosing and resolving a wide range of technical issues.
• A customer-centric mindset with a passion for delivering exceptional service.

• Provide technical assistance and support to customers via phone, email, and chat.
• Diagnose and resolve hardware and software issues.
• Guide users through installation, troubleshooting, and maintenance.
• Document all interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate internal teams.
• Contribute to the development and maintenance of support documentation and FAQs.
• Identify trends in customer issues and provide feedback to product teams.
• Maintain a high level of customer satisfaction through excellent service.
• Participate in training sessions to stay updated on product knowledge.
• Follow established procedures and best practices for customer support.

• Previous experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Familiarity with common software applications and cloud services.
• Excellent problem-solving and analytical skills.
• Exceptional written and verbal communication abilities.
• Ability to manage multiple support tickets simultaneously.
• Customer-focused mindset with a passion for helping others.
• Associate's or Bachelor's degree in IT, Computer Science, or a related field is a plus.
• Experience with remote support tools is beneficial.

• Respond to customer inquiries via email, phone, and chat, providing timely and accurate technical support.
• Troubleshoot and resolve customer issues related to software functionality, integration, and usability.
• Escalate complex technical problems to appropriate internal teams (e.g., development, QA) and track resolutions.
• Document customer interactions, issues, and solutions in our CRM system.
• Create and update help desk documentation, FAQs, and knowledge base articles.
• Assist in user onboarding and training sessions, ensuring customers can effectively utilize our platform.
• Gather customer feedback and identify trends to inform product improvements.
• Proactively monitor customer accounts for potential issues and offer solutions.
• Collaborate with product and engineering teams to report bugs and suggest feature enhancements.
• Maintain a high level of customer satisfaction through professional and empathetic communication.

• Proven experience in a customer support or technical support role, preferably within the software industry.
• Excellent understanding of common software troubleshooting techniques.
• Familiarity with CRM systems and help desk software.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to multitask, prioritize, and manage time effectively.
• Patient, empathetic, and customer-focused attitude.
• Experience with SaaS products is a significant advantage.
• Proficiency in using standard office software (e.g., Microsoft Office Suite, Google Workspace).
• Ability to work effectively both independently and as part of a team.
• A passion for technology and a willingness to learn new products and systems.

• Respond to customer inquiries and support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to software installation, configuration, and usage.
• Guide customers through troubleshooting steps, providing clear and concise instructions.
• Escalate complex technical issues to senior support staff or engineering teams when necessary, ensuring thorough documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and user guides to empower customers and internal teams.
• Identify recurring technical issues and provide feedback to product development teams for potential improvements.
• Collaborate with cross-functional teams, including sales and product management, to ensure customer satisfaction.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to a positive and supportive team environment, sharing knowledge and best practices.

• Minimum of 3 years of experience in a technical support or customer service role, preferably within the software industry.
• Strong understanding of operating systems (Windows, macOS), common software applications, and networking concepts.
• Excellent problem-solving and analytical skills with the ability to troubleshoot complex technical problems.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proficiency with ticketing systems and CRM software.
• A patient, empathetic, and customer-centric attitude.
• Ability to work effectively both independently and as part of a hybrid team.
• Strong organizational skills and attention to detail.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with (specific software/platform relevant to the client's industry) is a significant advantage.

• Responding to customer inquiries via phone, email, and live chat in a professional and efficient manner.
• Diagnosing and resolving technical issues related to our software products and services.
• Escalating complex issues to senior technical teams when necessary, ensuring clear documentation.
• Providing comprehensive product information and user guidance.
• Creating and maintaining a knowledge base of common issues and solutions.
• Gathering customer feedback to identify areas for product improvement.
• Collaborating with the development and quality assurance teams to report bugs and suggest enhancements.
• Ensuring customer satisfaction through proactive problem-solving and excellent communication.
• Adhering to service level agreements (SLAs) for response and resolution times.
• Documenting all customer interactions and resolutions accurately in the CRM system.