Company Description
SanaTech Global Solutions is a premier IT provider with a presence in the United States, Canada, and Egypt. Specializing in the implementation of ManageEngine solutions, SanaTech empowers businesses with tools for network monitoring, IT management, and cybersecurity. Leveraging a global team, the company delivers tailored services, from customization to ongoing support, ensuring clients optimize their IT infrastructure. With a focus on both IT fundamentals and emerging technologies like artificial intelligence, SanaTech enables businesses to secure, automate, and enhance their operations in the digital era.
Role Description
This is a full-time, on-site position located in Alexandria, Egypt, for a ManageEngine Technical Consultant. Are you an experienced ITSM professional with a passion for optimizing IT services and a strong background in ManageEngine products? We're looking for a dedicated ITSM Engineer to join our team. In this role, you'll be instrumental in managing, maintaining, and enhancing our ManageEngine environment, ensuring service continuity, operational efficiency, and alignment with ITIL best practices. You'll work proactively to support our IT operations, providing critical insights and improvements that drive our strategic IT goals.
Responsibilities:
-Proactively implement, manage, configure, and optimize ManageEngine products (e.g., ServiceDesk Plus, OpManager), ensuring peak performance and availability. This includes applying configuration changes, system updates, patches, and enhancements.
-Design, refine, and automate ITSM processes (Incident, Problem, Change, Request, SLA Management) within ManageEngine, improving efficiency and alignment with ITIL best practices.
-Act as the primary point of contact for ManageEngine-related issues, troubleshooting workflows, service catalogs, notifications, and SLAs. Collaborate with IT teams to identify root causes and implement preventive measures.
-Create and maintain comprehensive technical documentation, Standard Operating Procedures (SOPs), work instructions, and a robust knowledge base to support Help Desk operations and system users.
-Coordinate with ManageEngine support for technical issue resolution and stay informed on product roadmaps, release notes, and upcoming features to advise on potential optimizations.
-Recommend enhancements to the ManageEngine environment to meet future operational needs.
-Deliver targeted training sessions and provide guides to client personnel (e.g., Help Desk, Service Desk) to ensure proper onboarding and effective use of the system.
Job Requirements:
Qualifications:
- Bachelor's degree in information technology, Computer Engineering, or a related field.
- 3+ years of hands-on experience in supporting and configuring ITSM/ITOM tools (preferably ManageEngine)
- Strong understanding of ITSM processes (Incident, Problem, Change, Request, SLA management)
- Solid understanding of IT operations, IT Security, infrastructure components, and service management frameworks.
- Acceptable experience with databases such as MYSQL, PostgreSQL, MSSQL.
- ITIL Foundation Certified (Preferred)
- Microsoft Certified System Engineer (Preferred)
- CCNA (Preferred)
- Exemption / Completion of military services (for Egyptians).
- Exceptional communication and presentation skills.
- Fluent in Arabic and English.
If you are interested to be a part of SanaTech Global Solutions team Apply Here: [email protected]
