Technical Support Specialist - ITSM - Riyadh

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 4,000 projects, serving over 3,000 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 Kingdom's 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. Qualifications: • Education: Bachelor's degree in information technology, Computer Engineering, or a related field. • Experience: 3–5 years of hands-on experience in supporting and configuring ITSM/ITOM tools (preferably ManageEngine). • Solid understanding of IT operations, infrastructure components, and service management frameworks. • Certifications: • Certified: ITIL Foundation (Required) • MCSE: Core Infrastructure or equivalent (Preferred) 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 Show more Show less

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.