IT & Systems Officer - ضابط تكنولوجيا المعلومات والأنظمة

POSITION NAME

IT & Systems Officer

ORGANISATIONAL CONTEXT

Function

IT

Department

IT

Reporting to

Senior IT Manager

Location

Grade

Sub-sections / Units

SCOPE

Supervision:

(Number and type of subordinates reporting to the incumbent)

Direct: nil

Indirect: nil

Type:

NA

Asset under Management (in Rial Omani)

NA

Limits of Authority

As per limits of authority manual

JOB CONTENT

IT & Systems Officer is responsible to provide day-to-day IT and systems support across Atyab Food Industries and SBB operations. The role involves technical assistance, user support, branch and site troubleshooting, systems follow-up, vendor coordination, and documentation to ensure smooth of operational and administrative systems including POS, SAP ByDesign, SONIC, Microsoft 365, printers, PCs, handheld devices, CCTV-related endpoints, and basic network connectivity. The role also assists with system-related follow-up such as posting support, purchase requisition coordination, issue tracking, and vendor communication to ensure timely closure of actions and continuity of business operations.

DUTIES AND RESPONSIBILITIES

Operational:

1. Provide first-line IT support to users across offices, branches, outlets, and operational sites.

2. Troubleshoot day-to-day issues related to PCs, laptops, printers, Microsoft 365, handheld devices, and standard business applications.

3. Support users with account setup, email, printing, device, and application issues.

4. Escalate complex technical or application issues to the Senior IT Manager or IT team as required.

5. Follow up with users to ensure successful resolution of issues.

6. Provide support for POS systems including sales synchronization, receipt printers, barcode scanners, and cash drawers.

7. Support day-to-day follow-up activities in business systems such as SAP ByDesign and SONIC.

8. Assist users with posting follow-up, PR creation support, transaction follow-up, and inter-department coordination.

9. Perform basic troubleshooting and support for desktops, laptops, printers, handheld devices, CCTV endpoints, and other IT hardware.

10. Assist with installation, setup, replacement, and movement of IT equipment as needed.

11. Carry out basic network connectivity checks and troubleshoot simple faults.

12. Coordinate with vendors for quotations, repairs, service visits, and follow-up actions.

13. Track pending vendor actions and maintain timely communication to ensure resolution.

14. Maintain documentation of support issues, resolutions, vendor interactions, and systems follow-up.

15. Visit branches, outlets, and operational sites as required to provide on-site IT support.

16. Provide after-hours support when necessary for urgent operational or business-critical issues.

17. Perform any other related duties as assigned by the Senior IT Manager.

KEY INTERACTIONS

1. Internal

– All departments

– As part of day-to-day activities

2. External

– Vendors and service providers

– As part of day-to-day activities

3. Level of external interaction

– This position requires low level of external interactions

.

Requirements

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education:

– Bachelor’s degree in Information Technology, Computer Science, or related discipline

Experience:

– 1–3 years of relevant experience in IT support or systems support

– Experience supporting multiple sites preferred

– Exposure to ERP, POS, or operational systems is an advantage

Special Skills & Knowledge:

– Basic IT support and end-user troubleshooting skills

– Knowledge of hardware, operating systems, and standard business software

– Basic networking understanding and troubleshooting

– Familiarity with printers, barcode scanners, handheld devices, and CCTV endpoints

– Knowledge of Microsoft 365 user support

– Basic exposure to business applications such as SAP ByDesign, SONIC, POS, or similar systems

– Problem-solving, analytical, and documentation skills

Business Understanding:

– Low to medium; supports operational continuity and branch/site systems

ADDITIONAL QUALIFICATION /CERTIFICATION REQUIRED

– NA

HEALTH, SAFETY AND ENVIRONMENT

– This position follows all the HSE procedures as set by the company

KEY COMPETENCIES

– As specified in Job Competency Profile

WORK ENVIRONMENT

– This position enjoys working in a comfortable airconditioned office