Technical Support

‒ Respond to technical support requests from employees in person, via email, or over the phone.

‒ Diagnose and resolve hardware, software, and network-related issues.

‒ Provide end-user support for IT systems, including operating systems, applications, and peripherals.

‒ Assist in installing, configuring, and maintaining hardware (e.g., desktops, laptops, printers, tablets, scanners).

‒ Follow established IT support procedures and Service Level Agreements (SLAs) to ensure efficient service delivery.

‒ Coordinate with Bahrain Helpdesk team reg. end user device security policies and standards

‒ Coordination with external vendors for IT infrastructure installation at KSA offices

System Maintenance

‒ Perform routine maintenance and updates on computers, servers, and software to ensure optimal performance.

‒ Monitor and troubleshoot network systems, including Wi-Fi, LAN, and VPN connections.

‒ Ensure connectivity only to authorized staff and exceptions are approved

User Training and Documentation

‒ Train employees in the proper use of IT systems, software, and tools.

‒ Provide step-by-step guidance to users on resolving common technical issues.

‒ Document support interactions, resolutions, and procedures in the knowledge base.

Hardware and Software Management

‒ Assist in the procurement, setup, and deployment of new IT equipment.

‒ Liaising with Vendors for RFPs as per the IT standardization and policies

‒ Ensure adherence of software procurement, licensing and subscription with approvals

IT Security

‒ Support the implementation of IT security protocols and best practices.

‒ Ensure rollout of Security updates for end-user devices as per company standards

‒ Report to Bahrain HO reg. anomalies and exceptions periodically

Collaboration and Escalation

‒ Work closely with other IT team members, such as system administrators or network engineers, to resolve complex issues.

‒ Provide periodic updates to Bahrain Helpdesk head on IT tickets statuses

‒ Escalate unresolved technical problems to higher-level support or external vendors as needed.

‒ Collaborate with vendors to ensure timely repair or replacement of equipment.

Emergency and After-Hours Support

Respond to urgent technical issues outside of regular working hours when required.

1 SME - Storage (SDS, SAN, DAS, NAS, FS, Veeam etc.)

Job Description