Technical Support Specialist - ITSM

Job Summary/Objective

The Managed Services Support Specialist – Manage Engine is responsible for proactively managing, maintaining, and supporting Manage Engine 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.

• Proactively manage and operate covered Manage Engine products (e.g., Service Desk 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 Manage Engine release notes, patches, and enhancements to maintain system currency and stability.
• Coordinate with Manage Engine 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 Manage Engine 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.

• 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 Manage Engine).
• Solid understanding of IT operations, infrastructure components, and service management frameworks.
• Certifications:
  • ITIL Foundation (Required)
  • MCSE:
    Core Infrastructure or equivalent (Preferred)

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