Technical Support Specialist (ManageEngine)

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.

As a fully Saudi-owned company we have established ourselves from a startup business to a market leader offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains including Microsoft AWS ManageEngine and Zoho Solutions ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.

Our commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction

Our vision is to be the Kingdoms most customer-centric provider for digital transformation and consultation fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT we believe in empowering our employees and nurturing their growth which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.

Job Summary/Objective

The Managed Services Support Specialist ManageEngine is responsible for proactively managing maintaining and supporting ManageEngine tools deployed at client environments. The role ensures service continuity tool optimization IT asset visibility and alignment with ITIL best practices enabling clients to operate efficiently and meet strategic IT goals.

Key Responsibilities:

• ManageEngine Administration & Monitoring
  
• Proactively manage and operate covered ManageEngine products (e.g. ServiceDesk Plus OpManager) based on vendor standards.
  
• Monitor product performance and health to detect and resolve issues before they impact operations.
  
• Apply configuration changes and system updates to reflect evolving business and operational requirements.
  
• Track and apply ManageEngine release notes patches and enhancements to maintain system currency and stability.
  

Vendor Communication & Product Updates:

Coordinate with ManageEngine support to resolve technical issues and understand upcoming changes or features. Stay informed on product roadmaps and enhancements to advise on potential optimizations.
Roadmap Contribution & Alignment with Business Goals:
Assist in the creation of product roadmaps and improvement plans that align with broader IT initiatives and client projects. Recommend enhancements to the ManageEngine environment to meet future operational needs.

Documentation & Knowledge Management:

Create and maintain technical documentation SOPs work instructions and process flows with version control. Develop and manage a knowledge base to support Help Desk operations and troubleshooting.

Training & Enablement:

Deliver targeted training sessions to client personnel (e.g. Help Desk Service Desk) to build operational knowledge. Provide guides and materials to ensure proper onboarding and use of the system.

IT Asset & Configuration Management:

Manage and update asset inventories to ensure accuracy and availability of infrastructure records. Generate regular asset reports for stakeholders to support technology refresh plans.
Alert the client for upcoming license and support renewals to ensure uninterrupted service.

Change Management Compliance:

Adhere to and participate in the formal Change Management process for system modifications. Assess change impact update documentation and obtain approvals as per policy.
Requirements

Qualifications:

• Education: Bachelors degree in information technology Computer Engineering or a related field.
  
• Experience: 35 years of hands-on experience in supporting and configuring ITSM/ITOM tools (ManageEngine is a must).
  
• Solid understanding of IT operations infrastructure components and service management frameworks.
  
• Certifications:
  
• Certified: ITIL Foundation (Required)
  
• MCSE: Core Infrastructure or equivalent (Preferred)
  

Benefits

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race color creed national origin ancestry religion age citizenship sex marital or veteran status disability or handicap sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ and advance in employment qualified women minorities and diversity representations. Alnafitha IT also makes reasonable accommodations for qualified individuals with disabilities in accordance with the Saudi and Egyptian employment laws

Required Skills:

Job Description Manage and operate ManageEngine solutions related to the following products: SDP OpManager Desktop Central AD360 This is in line with vendor best practices to achieve the desired objectives. Monitor and maintain ManageEngine covered products to ensure they are functioning at an appropriate level. Manage product setup records and challenge them according to approved change procedures to meet business needs. Updating the products according to the suppliers recommendations in a way that does not affect the workflow. Applying office policies and procedures approved for covered products. Continuous improvement and assistance in creating a Roadmap aligned with the vision of the office. Building and managing the knowledge base in cooperation with the information technology team in the office. Provide in-house training to L1 resources (Help Desk/Service Desk) to obtain appropriate working knowledge on ManageEngine products mentioned. Management of change operations in accordance with the procedures approved by the office. Manage service requests or solve problems and involve those involved with raising requests to other levels if necessary. Raising the efficiency of users and exchanging knowledge with them to reduce the rates of errors and avoid their recurrence. Maintain the asset database and track changes. Monitoring the performance of information systems and active directory services using the mentioned products and submitting periodic reports to the relevant parties. Managing the updating of information technology devices in accordance with the offices policies. Requirements Bachelors degree in computer or equivalent. 3 Years of experience managing ManageEngine solutions. ITIL certification. Communication problem-solving Team working skills. Fluency in communication in Arabic and English.