HELPDESK SUPPORT AGENT L1 (BIOMETRY)-Manama, Bahrain

Do you want to shape the world of tomorrow and work on innovative projects? Then you're a good fit for us! We are a global engineering group with 15,000 employees and 140 locations worldwide. With our services, we are driving the topics of energy efficiency, climate protection and decarbonization and developing tech industries into new dimensions.

The world of SEGULA Technologies Experts revolves around industries such as automotive, software, energy and life sciences. As an independent player, we support OEMs and suppliers with personal engineering services. Take advantage of new opportunities and take on exciting tasks and attractive positions with direct customer assignment.

Location: Manama, Bahrain
Job Type: Full-Time
Contract Duration: Minimum 2 Years

Job Summary

We are seeking dedicated Helpdesk Support Agents to provide first-level IT support for a mission-critical system. This role involves troubleshooting, incident resolution and escalation.

Key Responsibilities

• Log, track, and resolve IT incidents using a ticketing system.
• Provide first-level support for hardware, software, and user queries.
• Escalate complex issues to Level 2 teams when necessary.
• Maintain a high level of customer service through effective communication and follow-up.
• Document troubleshooting processes and update the knowledge base.

• Bachelor's degree in Computer Science, Information Technology, or a related field.

  
  

• Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are preferred.

  
  

Required Skills

• Strong troubleshooting and problem-solving skills for IT systems.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
• Excellent communication skills in English; Arabic is a plus.
• Ability to work in a 24/7 rotational shift.