IT Officer

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: IT Officer

Department: Information Technology

Reporting to: IT Manager

Property: Shebara Resort

About Us

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration—values that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.

The Role

As an IT Officer, you will be responsible for supporting the day-to-day operations of all IT systems across the hotel or resort, covering hardware support, system administration, and the hospitality applications that underpin daily operations. This includes maintaining hardware and software systems and ensuring the smooth operation of core platforms such as MICROS Simphony POS, OPERA PMS, SevenRooms, and Alliant.

You will act as the first point of contact for all IT-related requests on property, providing guest support, user support, and administrative support across all departments, resolving issues directly wherever possible and liaising with IT support vendors to drive escalated issues through to resolution.

As part of the IT function, you will play a key role in ensuring system reliability, security, and efficiency while delivering prompt and effective support to enhance both guest experience and operational performance.

At Red Sea Global Hospitality, we take pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.

Key Areas of Responsibilities:

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As an IT Officer, you will need to:

IT Operations & Hardware Support

• Provide first-line technical support for all IT systems, hardware, and software across the property.
• Troubleshoot and resolve issues related to computers, laptops, printers, scanners, POS terminals, handheld devices, networks, internet connectivity, and telecommunication systems.
• Install, configure, relocate, and decommission IT hardware and peripherals in line with property standards.
• Diagnose and repair hardware faults, coordinate warranty claims, and arrange replacements where required.
• Support back-of-house, meeting room, and guest-facing hardware including displays, IPTV, in-room technology, and telephony handsets.
• Respond promptly to IT service requests and minimize downtime impacting guest services or operations.

Hospitality Systems Support

• Support the daily operation, configuration, and troubleshooting of MICROS Simphony POS, including workstations, printers, payment devices, menu items, and interface connectivity.
• Support OPERA PMS operations including user administration, interface monitoring, night audit support, and integration with third-party systems.
• Support the SevenRooms reservation and guest experience platform, including user access, configuration changes, and issue resolution.
• Support the Alliants guest engagement platform, including user setup, messaging channels, and platform availability.
• Support key card systems, PBX, and other integrated hospitality applications.
• Monitor interfaces and integrations between hospitality systems and escalate failures promptly to minimise operational impact.

System Maintenance & Administration

• Install, configure, and maintain IT equipment, systems, and applications.
• Perform routine system checks, updates, patching, and preventive maintenance across servers, endpoints, and applications.
• Administer user accounts, group memberships, access rights, permissions, and system security protocols in line with the joiner–mover–leaver process.
• Ensure all systems are updated with the latest antivirus definitions and security patches.
• Support backup, restore, and disaster recovery procedures and verify backup integrity on a scheduled basis.

Network & Infrastructure Support

• Support network operations including LAN, WAN, Wi-Fi, VLANs, and internet services.
• Monitor system performance, capacity, and availability, and identify potential issues before they impact operations.
• Assist with structured cabling, patching, switch port allocation, and wireless coverage checks.

Vendor Liaison & Escalation Management

• Act as the property point of contact for IT support vendors, service providers, and external technicians.
• Log, track, and escalate unresolved issues to the relevant vendor support desk and follow through to closure.
• Coordinate with vendors and external technicians for major repairs, upgrades, site visits, remote sessions, and maintenance windows with minimal disruption to operations.
• Monitor vendor performance against agreed service levels and report shortfalls to the IT Manager.
• Maintain records of support contracts, escalation contacts, case references, and resolution outcomes.

Inventory & Documentation

• Maintain accurate inventory of all IT equipment and assets.
• Assist in tracking IT supplies, licenses, and warranties.
• Document system configurations, procedures, and troubleshooting steps.
• Maintain accurate ticket records, service documentation, and shift handover notes.

Guest, User & Administrative Support

• Provide technical assistance to guests using hotel technology services (e.g., Wi-Fi, in-room systems, casting, and connectivity).
• Provide day-to-day user support to colleagues across all departments, meeting agreed response and resolution times.
• Provide administrative and system support to Heads of Department, including reporting access, user provisioning, and system-related requests.
• Train and guide employees on proper use of IT systems and applications.
• Ensure a high level of service and professionalism when handling IT-related concerns.

Compliance & Security

• Follow company IT policies, procedures, and data protection standards.
• Ensure confidentiality of company and guest information.
• Support backup procedures and disaster recovery processes.
• Report any IT risks, issues, or security concerns to the IT Manager.

General Responsibilities

• Ensure work areas are clean, organized, and safe.
• Support energy-saving and sustainability initiatives.
• Assist in IT-related projects, upgrades, and system implementations.
• Perform any additional duties required for operational smoothness.

Key Qualifications

Education and Experience

• Diploma or Bachelor’s Degree in Computer Science, Information Technology, or related field.
• Previous experience in IT support within the hospitality industry.
• Hands-on experience with MICROS Simphony POS, OPERA PMS, SevenRooms, and Alliants, or comparable hospitality platforms.
• Experience working with hotel systems such as key card systems, PBX, and networking.
• Minimum 2–3 years of experience in a similar IT support role.
• Pre-opening experience is an advantage.
• Solid knowledge of networking, hardware troubleshooting, system administration, and user account management.
• Experience coordinating with IT support vendors and managing escalated support cases.
• Strong problem-solving skills and ability to work under pressure.
• Good communication skills and customer service orientation.

In Return, What We Offer

• Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
• Competitive compensation package.
• Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
• Health Insurance coverage whilst in service.
• A supportive and inclusive work environment that values diversity and collaboration.
• Employee Recognition Programmes.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.