Technical Support Specialist ITSM

About the Role

Alnafitha IT is seeking a Technical Support Specialist ITSM to join our team in Riyadh, Saudi Arabia. This full-time role focuses on managing, maintaining, and supporting ManageEngine tools within client environments. The specialist will ensure service continuity, tool optimization, and adherence to ITIL best practices, contributing to efficient client operations and strategic IT goals.

Key Responsibilities

• Proactively manage and operate ManageEngine products such as ServiceDesk Plus and OpManager, ensuring compliance with vendor standards.
• Monitor product performance and health to identify and resolve issues before they impact operations.
• Implement configuration changes and system updates to align with evolving business and operational requirements.
• Track and apply ManageEngine release notes, patches, and enhancements to maintain system currency and stability.
• Coordinate with ManageEngine support for technical issue resolution and to stay informed on upcoming changes or features.
• Contribute to product roadmaps and improvement plans that support broader IT initiatives and client projects.
• Recommend enhancements to the ManageEngine environment to meet future operational needs.
• Create and maintain technical documentation, standard operating procedures (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, including Help Desk and Service Desk teams, to build operational knowledge.
• Manage and update asset inventories to ensure accuracy and availability of infrastructure records.
• Generate regular asset reports for stakeholders to support technology refresh plans and alert clients about upcoming license and support renewals.
• Adhere to and participate in the formal Change Management process for system modifications, assessing impact, updating documentation, and obtaining approvals.

Required Experience

Candidates should possess 3-5 years of experience in a relevant technical support or managed services role, with a focus on ITSM tools, particularly ManageEngine products.

Qualifications and Skills

• Demonstrated expertise in the administration and monitoring of ManageEngine products (*, ServiceDesk Plus, OpManager).
• Strong understanding of ITIL best practices.
• Ability to manage IT assets and configurations effectively.
• Proficiency in creating and maintaining technical documentation and knowledge bases.
• Experience in delivering technical training and support.
• Familiarity with change management processes.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, working within a managed services support framework for diverse client environments.

Application Process

Interested candidates are invited to apply for this role. Salary details will be discussed during the interview process.