Technical Support Specialist - ITSM - Riyadh

Job Summary

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

• 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.

Documentation & Knowledge Management

• 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.

Training & Enablement

• 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.

IT Asset & Configuration Management

• 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.

Change Management Compliance

• Adhere to and participate in the formal Change Management process for system modifications.
• Assess change impact, update documentation, and obtain approvals as per policy.

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: ITIL Foundation (Required).
• Certifications: MCSE: Core Infrastructure or equivalent (Preferred).

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