ITSM Operations Engineer (Outsource)

IT & Network
Egypt 🇪🇬
October 19, 2023

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Job Description

Job Description

Actively monitoring, configuring, and managing the mentioned above Mange Engine products to ensure its proper functionality

  • Maintaining ticket queue for incidents or enhancement requests relating to the mentioned above Mange Engine products

  • Manage release notes from ManageEngine regarding the mentioned above Mange Engine products

  • Work with ManageEngine support / account manager to stay current with any updates

  • Assist in creation of Roadmap aligned with department projects / goals

  • Builds and maintains Knowledge Base as well as any specific function information within Confluence.

  • Set up administrator and technician accounts

  • Enable best practices

  • Process Automation

Requirements

Qualifications:

  • 3 years of experience in managing the mentioned above Mange Engine products or similar help desk application.

  • Understanding of workflow and process requirements of customers and IT technicians using help desk systems

  • Demonstrated ability to provide supporting, maintaining, and administrating such applications.

  • Excellent problem solving/analytical skills and complex troubleshooting methods.

  • Hands-on experience in process automation, best practice approach, technology efficiency, and effectiveness.

  • Strong communication, interpersonal, and technical skills required.

  • Ability to handle multiple assignments, prioritize tasks, and meet deadlines

  • Strong organizational skills

  • Excellent decision making, analytical, and customer services skills.

  • High-energy, can-do attitude

Certification and Qualifications:

  • Bachelor’s degree in Computer Science or equivalent.

  • ITIL Foundation

  • ISO 20000 Foundation (Preferred)

  • ManageEngine Certified Professional (Preferred)

  • Microsoft Certified System Engineer (Preferred)

  • CCNA (Preferred)

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