Managed Services Support Specialist - ITSM

Alnafitha IT

Business Overview:

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.

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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.

Requirements

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)
  

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