VIP IT Support Specialist

Nexcel Computer Solutions; Bahrain; On-site; BHD 17,500 - 22,500; Full time

Job summary

A technology solutions provider in Bahrain is seeking an IT Support Specialist to provide exceptional support for VIP users. Responsibilities include managing technical support requests, ensuring high availability of IT services, and delivering customer care during events. Candidates should possess strong problem-solving skills and be familiar with foundational IT certifications. This role emphasizes proactive service delivery and exceptional communication skills for a high-profile clientele.

Responsibilities

• Serve as the primary IT contact for VVIP and VIP users.
• Monitor VIP user systems and proactively address potential issues.
• Provide exceptional customer care experience.
• Document support activities for knowledge sharing.

Skills

High Availability

Stress Management

Problem Solving

Fast Learner

Solid IT Troubleshooting

Good judgment and decision making

Exceptional Customer Care Experience

Multitasking

Education

CompTIA A+ (or equivalent)

ITIL Foundation

Job description

Responsibilities

1. VIP User Support & Ownership
   o Serve as the primary IT contact for VVIP and VIP users, including executives management C suit .
   o Take full ownership of VIP support cases, ensuring all issues and requests are managed from initiation to resolution.
   o Provide prompt, high-quality technical support for hardware, software, mobile devices, and collaboration tools.
   o Ensure all VIP incidents and requests are logged, tracked, and resolved within agreed service levels.
2. Incident & Request Management
   o Prioritize and manage VIP tickets to ensure minimal disruption to business operations.
   o Escalate unresolved issues to appropriate technical teams and follow up until closure.
   o Communicate effectively with VIP users regarding the status and resolution of their issues.
3. Proactive IT Service Delivery & High Availability
   o Monitor VIP user systems and proactively address potential issues before they escalate.
   o Conduct regular health checks on VIP devices and critical applications.
   o Ensure high availability of IT services and systems for VIP users, minimizing downtime and service interruptions.
   o Implement and recommend preventive measures and redundancy solutions to enhance system reliability and user experience.
4. Support for Live Meetings, Webinars, Events, and Workshops
   o Provide end-to-end technical support for live meetings, webinars, and virtual or hybrid events, ensuring seamless connectivity and user experience.
   o Set up, test, and troubleshoot audio-visual equipment, conferencing platforms (e.g., Microsoft Teams, Zoom, Webex), and presentation tools before and during events.
   o Offer on-site or remote support during workshops and corporate events, addressing technical issues in real time.
   o Coordinate with event organizers and presenters to ensure all IT requirements are met.
   o Document event support activities and provide post-event technical feedback for continuous improvement.
5. Exceptional Customer Care & Communication
   o Deliver exceptional customer care experience, ensuring VIP users feel valued and supported.
   o Communicate clearly, empathetically, and effectively with users at all levels.
   o Gather feedback from VIP users to identify areas for service improvement.
6. Continuous Improvement & Multitasking
   o Document support activities, solutions, and lessons learned for knowledge sharing.
   o Participate in IT service management reviews and contribute to process enhancements.
   o Efficiently multitask and manage multiple priorities in a fast-paced environment.

Skills & Competencies

• High Availability
• Stress Management
• Problem Solving
• Fast Learner
• Solid IT Troubleshooting
• Good judgment and decision making
• Exceptional Customer Care Experience
• Multitasking

Recommended Certifications

• CompTIA A+ (or equivalent foundational IT certification)
• ITIL Foundation (preferred, for IT service management best practices)