Technical Support Specialist - ITSM

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.

• Provide all levels of support monitoring and managing tickets on ManageEngine ServiceDesk Plus
  
• Complete tickets for IT Service Desk inquiries and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.
  
• Ability to do level one of Help Desk
  
• Participate in new application Training and testing to obtain familiarity when servicing IT Service Desk requests.
  
• Manage tickets and provide quick and accurate updates.
  
• Interact with customers, as needed, on their issues.
  
• Maintain and build upon a knowledge management environment.
  
• Interact and collaborate with development groups.
  
• Maintaining an Asset Database and tracking changes
  
• Collating and validating supporting documentation.
  

• Bachelor’s degree/ Diploma in Computer Science or equivalent.
• Experience being involved in different types of solution implementations
  

• Good technical background with the ability to discuss architecture, hardware, and software.Excellent understanding of Windows.

• High sense of responsibility and ownership, acting like an owner in what you do.
  
• Exceptional communication and presentation skills.
  
• Being able to work on their own or in a team.
  
• Being able to work to tight deadlines.
  
• Ability to maintain composure during stressful situations.
  
• Handling many tasks & responsibilities.
  
• Basic in English.
  
• 2 years minimum experience in the same field.