Technical Support Lead

Technical Support Lead **Company:** Alrafidain **Location:** Salalah, Dhofar Governorate, Oman **Area:** Al Saada Commercial **Salary:** OMR 920 per month **Job Type:** Full\-time Job Overview Alrafidain is seeking a technically skilled and customer\-focused **Technical Support Lead** to oversee daily technical support operations and ensure users receive timely and effective assistance. The successful candidate will lead support activities, troubleshoot hardware and software issues, monitor service performance, and coordinate with IT teams and vendors to maintain reliable technology services. Key Responsibilities * Lead and coordinate daily activities of the technical support team. * Assign support requests and monitor tickets to ensure timely resolution. * Provide technical assistance for hardware, software, network, and user\-access issues. * Diagnose and resolve technical problems or escalate complex incidents to specialized IT teams. * Monitor helpdesk performance, response times, resolution times, and service\-level targets. * Establish and maintain technical support procedures, troubleshooting guides, and knowledge\-base documentation. * Provide coaching, training, and technical guidance to support team members. * Handle escalated technical issues and communicate solutions clearly to users. * Coordinate with IT administrators, software providers, hardware vendors, and service providers. * Assist with workstation setup, software installation, system configuration, and equipment deployment. * Monitor recurring technical issues and recommend solutions to improve system reliability. * Maintain accurate records of incidents, service requests, equipment, and resolutions. * Support IT asset management and maintain accurate hardware and software inventories. * Assist with system updates, patches, backups, and basic cybersecurity procedures. * Prepare regular technical support reports and performance summaries for management. * Ensure support activities follow company policies, security requirements, and established IT procedures. Qualifications * Diploma or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field. * Proven experience in technical support, IT helpdesk, desktop support, or a similar role. * Previous experience supervising or leading a technical support team is highly desirable. * Strong knowledge of Windows operating systems, computer hardware, networking, software applications, and user support. * Experience with helpdesk or IT service\-management platforms. * Strong troubleshooting, analytical, and problem\-solving skills. * Excellent communication and customer\-service abilities. * Ability to manage multiple support requests and prioritize urgent technical incidents. * Relevant IT certifications such as CompTIA A\+, Network\+, ITIL, Microsoft, or similar credentials are an advantage. * Professional proficiency in English; Arabic language skills are an advantage. What We Offer * **OMR 920 monthly salary** * Full\-time employment in Salalah * Leadership opportunity within IT support operations * Professional and collaborative technology environment * Opportunities for technical training and professional development * Career growth within IT and technical services How to Apply Interested candidates with relevant technical support and team\-leadership experience are encouraged to submit their CV highlighting their technical skills, certifications, leadership experience, and previous IT support achievements. الراتب المدفوع: ﷼٠٫٠٠٠ لكل شهر موقع العمل: بشكل شخصي