Technical Support Specialist - ITSM - Jeddah

Job Summary/ObjectiveThe 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 ResponsibilitiesProactively 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.Roadmap Contribution & Alignment with Business GoalsAssist 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.QualificationsEducation: 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 OpportunityAlnafitha 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#J-18808-Ljbffr