Technical Support Specialist

Alnafitha IT; Makkah Region; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT services provider in Saudi Arabia is seeking a Managed Services Support Specialist. This role focuses on proactively managing and supporting ManageEngine tools for clients to ensure service continuity and operational efficiency. The ideal candidate will have a Bachelor's degree in IT and 3-5 years of experience with ITSM tools, particularly ManageEngine. Responsibilities include performance monitoring, documentation maintenance, and delivering training sessions to client staff.

Qualifications

• 3-5 years of hands-on experience in supporting ITSM/ITOM tools, preferably ManageEngine.
• Solid understanding of IT operations and service management frameworks.

Responsibilities

• Manage and operate ManageEngine products based on vendor standards.
• Monitor product performance to detect and resolve issues.
• Create and maintain technical documentation and process flows.
• Deliver training sessions to client personnel.

Skills

ITSM tools support

Configuration management

Problem-solving

Documentation

Training delivery

Education

Bachelor's degree in information technology or related field

ITIL Foundation Certification

Tools

ManageEngine products

Job description

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

Job Summary

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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: 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.