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 Technical Service Delivery Specialist is responsible for supporting the implementation, delivery, and optimization of ManageEngine solutions tailored to client needs. This role involves active participation in solution deployment, technical troubleshooting, client training, documentation, and ongoing communication with internal and external stakeholders. The Specialist works closely with technical consultants, project managers, and clients to ensure successful project execution and high customer satisfaction while contributing to process improvement and professional development through certifications and tools usage
Key Responsibilities:
- Client Needs Assessment
- Engage with clients while delivering solutions to understand their specific IT requirements and challenges through conducting meetings with clients, gather information and analyze it to ensure that proposed solutions are tailored to meet client requirements
- Assist in evaluating current systems to identifying the gaps and areas for improvement and propose customized technology solutions to enhance operational efficiency and address specific challenges faced by clients
- Solution Design and Implementation
- Assist In creating detailed implementation plans that align with client objectives and business goals
- Participate in the technical implementation (installation, configuration, testing, and issue resolution) of solutions by working with technical teams to execute tasks as outlined in project plans to ensure seamless deployment and minimize disruptions
- Support and Troubleshooting
- Communicate with clients twice weekly to share status, request clarifications, and reinforce trust and transparency
- Address client issues and provide troubleshooting support by using ticketing systems to track and resolve customer complaints to maintain high client satisfaction through effective issue resolution
- Proactive Services
- Perform heath checks and risk assessments and provide recommendations for improvements to proactively address potential issues
- Maintain accurate daily timesheets and activity logs (e.g., via Zoho People) to support project tracking and resource planning
- Offer dedicated support engagements to strengthen customer relationships and enhance IT infrastructure effectiveness.
- Training and Workshops
- Facilitate knowledge transfer through training by organizing and conducting training sessions for clients in product usage to empower clients and reduce reliance on support resources.
- Stakeholder Communication
- Engage with key stakeholders through regular communication and gathering feedback from clients to ensure alignment with client expectations and maintaining satisfaction
- Communicate technical concepts to both technical and non-technical stakeholders to ensure effective understanding of the products and minimize Issues
- Documentation and Representation
- Create documentation for technical processes through developing clear documentation for implemented solutions to provide reference materials that support ongoing operations
- Provide timely technical status updates (via email/Teams) to Project Managers at least 3–5 times per week to maintain alignment and visibility
- Close and document resolution in internal task systems daily, ensuring traceability and accountability
- Develop and update admin and handover documentation for each client to support ongoing operations
Qualifications
- Education: Bachelor's degree in computer science or a related field
- Experience: 1-2 years of experience in ManageEngine technical consulting or a related role.
- Relevant certifications (e.g., ITIL Foundation, Microsoft Certified System Engineer, ManageEngine) are preferred.
- Intermediate knowledge of specific technologies relevant to the role, including familiarity with IT systems and processes.
- Ability to troubleshoot and resolve client issues effectively.
- Strong verbal and written communication skills to engage with clients and team members.
- Ability to understand client needs and provide tailored solutions.
- Proficiency in creating clear and concise technical documentation.
- Ability to work collaboratively within a team environment.
- Openness to continuous learning and professional development in technology and consulting practices.
EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:
Alnafitha 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.
