System Support Officer

About ALJOMAIH BOTTLING PLANTS

ALJOMAIH BOTTLING PLANTS is seeking a System Support Officer to join its team. This full-time position is crucial for maintaining the stability, security, and efficiency of IT systems across the organization, supporting various operational needs.

Role Overview

The System Support Officer serves as the primary point of contact for end-users, providing front-line support for systems and applications. This role involves addressing service requests related to system issues and software installations, ensuring seamless daily operations and effective use of IT resources.

Key Responsibilities

• Receive and validate system support requests through various channels, categorizing them based on urgency and business impact to ensure efficient handling.
• Diagnose and resolve end-user issues concerning hardware, software, printers, networks, and applications using system checks, error message reviews, and remote access.
• Install and configure approved software applications and system updates on laptops, verifying compatibility and applying standard system settings and access permissions.
• Provide first-level user support and guidance, assisting with password resets, email configuration, and application access, followed by post-resolution checks to reduce repeat incidents.
• Restore affected services promptly to ensure the continuity of users’ daily operations.

IT Security and Operational Readiness

• Support IT security and compliance by applying user access permissions based on Role-Based Access Control (RBAC) and validating authorized software installations.
• Identify and report unsupported or non-compliant system usage, as well as security or policy violations, to the supervisor.
• Prepare laptops, desktops, printers, and user accounts for new employees, ensuring device availability and functionality before deployment.
• Prioritize critical business issues to maintain stable and reliable IT support services.

Documentation and Reporting

• Maintain accurate support records by documenting reported issues, troubleshooting actions, applied resolutions, and escalation details for audit and tracking purposes.
• Prepare and share periodic support updates with the direct supervisor, reporting on open and closed tickets, recurring technical issues, and unresolved incidents.
• Escalate critical or unresolved system problems to ensure visibility and proper follow-up of IT support operations.

Work Environment

This is a full-time position within ALJOMAIH BOTTLING PLANTS, where the System Support Officer contributes directly to the operational readiness and security of the company's IT infrastructure.