Qureos Mentor

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 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 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:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; 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 &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; 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 &amp; 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:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

<div>
 
 
 
 Business Overview:
 
 
 
 
 
 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
 
 
 
 
 The Commercial Operations Professional ensures the smooth and accurate execution of commercial and sales-related processes across the organization. This role manages quotation preparation, contract coordination, and order validation to guarantee that commercial transactions align with company policies, pricing structures, and financial goals. The role bridges communication between Sales, Finance, Delivery, and Legal teams to optimize deal flow, minimize operational risks, and enable efficient revenue realization. boration with sales, procurement, finance, and project management teams.
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 &bull;
 
 Quotation and Deal Management
 
 
 
 <ul>
 <li>
 Prepare and validate quotations, proposals, and order forms in alignment with approved pricing structures and commercial policies
 
 </li>
 <li>
 Review customer requests and ensure accuracy of pricing, discounts, and configurations prior to approval
 
 </li>
 <li>
 Support account managers in developing deal documentation and ensure timely submission for internal validation
 
 </li>
 <li>
 Coordinate approvals with finance and management to ensure margin protection and compliance
 
 </li>
 </ul>
 
 &bull;
 
 Contract Coordination and Documentation
 
 
 
 <ul>
 <li>
 Draft, review, and track commercial contracts, renewals, and service agreements to ensure compliance with company and client requirements
 
 </li>
 <li>
 Maintain a repository of contracts and related documents, ensuring traceability and version control
 
 </li>
 <li>
 Support legal and finance teams in resolving contract-related issues and ensure documentation readiness for audits
 
 </li>
 </ul>
 
 &bull;
 
 Order Processing and Delivery Coordination
 
 
 
 <ul>
 <li>
 Oversee the end-to-end sales order process, from quotation approval to invoicing and delivery coordination
 
 </li>
 <li>
 Validate purchase orders and coordinate with internal delivery teams to confirm readiness and execution timelines
 
 </li>
 <li>
 Monitor order fulfillment and proactively resolve delays or discrepancies in coordination with relevant departments
 
 </li>
 </ul>
 
 &bull;
 
 Financial and Revenue Operations Support
 
 
 
 <ul>
 <li>
 Collaborate with the Finance team on billing accuracy, payment tracking, and reconciliation of commercial transactions
 
 </li>
 <li>
 Ensure all commercial data in CRM and ERP systems reflects accurate financial and operational status
 
 </li>
 <li>
 Provide input in revenue forecasts by tracking order progress, cancellations, or amendments
 
 </li>
 </ul>
 
 &bull;
 
 Cross-Functional Collaboration
 
 
 
 <ul>
 <li>
 Act as a liaison between Sales, Finance, Delivery, and Procurement teams to facilitate accurate and timely deal execution
 
 </li>
 <li>
 Support internal stakeholders by clarifying commercial terms and ensuring alignment across all departments involved in deal processing
 
 </li>
 </ul>
 
 &bull;
 
 Reporting and Analysis
 
 
 
 <ul>
 <li>
 Generate reports and dashboards summarizing commercial pipeline, order status, and performance metrics
 
 </li>
 <li>
 Analyze data to identify process bottlenecks or deviations and propose operational improvements
 
 </li>
 <li>
 Track and report key performance indicators (e.g., quotation turnaround time, order accuracy, contract renewal rate)
 
 </li>
 </ul>
 
 &bull;
 
 Process Improvement
 
 
 
 <ul>
 <li>
 Identify opportunities to streamline commercial workflows, improve turnaround times, and enhance compliance
 
 </li>
 <li>
 Support automation and digitization initiatives (CRM, ERP integration) that improve operational efficiency
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree in Business Administration, Finance, Commerce, or a related field
 
 </li>
 <li>
 
 Experience:
 
 6&ndash;8 years of experience in commercial operations, sales support, or order-to-cash roles, preferably in the IT or technology services sector
 
 </li>
 <li>
 Strong understanding of commercial and financial documentation (quotations, contracts, purchase orders, invoices)
 
 </li>
 <li>
 Experience with CRM and ERP systems (e.g., Zoho, Salesforce, SAP, or similar platforms)
 
 </li>
 <li>
 Advanced Excel skills for analysis and reporting
 
 </li>
 <li>
 Knowledge of pricing, billing, and revenue processes
 
 </li>
 <li>
 Excellent organizational and coordination skills with attention to detail
 
 </li>
 <li>
 Strong communication and interpersonal skills to interact with cross-functional teams
 
 </li>
 <li>
 Analytical mindset and ability to interpret commercial data
 
 </li>
 <li>
 Proactive problem solver with the ability to manage multiple priorities
 
 
 
 
 </li>
 </ul>
 Benefits
 
 
 
 
 
 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
 
 
 
 
</div>

Commercial Operations Professional

Join Alnafitha IT and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Alnafitha IT

About Company

Technical Support Manager - Microsoft Technologies - Cairo

Commercial Operations Professional