Technical Support Manager

Technical Support Manager

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.

The Technical Support Manager is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team. As a team leader, this position will partner with customer success and business development to deliver exceptional support to customers through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects and training.

Key Responsibilities

• Team Leadership and Development
• Customer Satisfaction Management
• Operational Oversight
• Support Coordination and Onboarding
• KPI Development and Monitoring
• Process Improvement and Documentation
• Feedback and Communication

Qualifications

- Education: Bachelor's degree in computer science or equivalent.

- Experience: 12+ years' experience in Microsoft technologies in one or more of the following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange, Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft SharePoint)

- Experience with migration of Exchange customers to Office 365 and end to end support and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.

- Additional skills in Exchange Online Protection, Antigen/Forefront Protection for Exchange.

- Experience in AD Security (ATA, AD backup and recovery, security practices and AD health check)

- Knowledge in Microsoft Server features (ADFS – DFS – RMS – WSUS – WDS – CA – IIS).

- Knowledge in Virtualization (Microsoft Hyper-V, VMWare).

- Basic knowledge in SQL database administration and implementation.

- Solid understanding of client/server, networking, and Internet technologies fundamentals.

- Experience working with Microsoft Server products alongside Microsoft Azure IaaS/ PaaS and experience with troubleshooting, configuring and supporting Network and Hybrid scenarios.

- Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure deployment, ARM template, Application Insights, PowerShell Scripting, Security, High Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching, Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.

- Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET (Preferred)

- Solid Networking Skills (Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols)

- High sense of responsibility and ownership, acting like owner in what you do.

- Exceptional communication and presentation skills

- Proven people management and leadership skills

- Love being the first line of support and troubleshooting issues

- Strong analytical skills to investigate and resolve customer support tickets

- Able to multi-task efficiently under time pressure

- Able to work with cutting edge technology and assimilate information rapidly

Previous experience in managing customer-focused teams

Proven experience in managing a service and support focused team culture

Ability to maintain composure during stressful situations.

Fluent in Arabic and English.

Certification Requirements:

• CCNA Routing and Switching.
• ITIL Expert (Preferred)
• MCSE: Core Infrastructure (Must)
• MCSE: Private Cloud (Must)
• MCSE: Messaging.
• PMP Certified (Preferred)
• Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
• Microsoft Certified: Azure Solutions Architect Expert (preferred)