Technical Support Specialist; ManageEngine

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.

• Manage Engine Administration & Monitoring
• 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.

• Assist in the creation of product roadmaps and improvement plans that align with broader IT initiatives and client projects.