ICT Support Officer

Job Description available in English

About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1400 enthusiastic employees.

Summary

The ICT Support Officer will be delivering level 1 & 2  ICT support within his scope of activity. The person will be responsible for responding to clients in a timely manner and escalate any blocking issue to N+1.  The person will actively participate in monitoring activities  and report any incident to management. He/she will report to the ICT Support Manager.

What will be your responsibilities?

1. ICT Support

• Handle ICT support through tickets, phone or email
• Provide first and second level support and resolve problems to the end user’s satisfaction in a timely manner
• Troubleshoot and resolve software and hardware related issues
• Software installation on devices (laptops, printers,..)
• Create and manage user access following internal procedures
• Monitor Service Desk for tickets assigned to the queue and process on priority base.

2.  Desktop Operations & Conformity

• Participate in the Group desktop conformity activities as per defined frequency
• Maintains ICT inventories 
• Identify desktops/laptops life cycle and plan for replacements

3.  Monitoring Activities

• Perform regular monitoring of pre-defined and agreed equipment and services (scope include the following subjects but not limited to: Internet connections, Firewalls, VPNs, Anti-virus, NAS, Servers, backups,..)
• Record daily, weekly and monthly monitoring reports on pre-defined and agreed scope
• Analyse monitoring data with N+1 and implement preventives measures 

4.  ICT Projects

• Assist N+1 in ongoing projects
• Documentations
• Produce job aids/ how to documents on recurring issues
• Document missing system information and network topologies and store on Shared Drive
• Ensure CMDB records are dated
   

Who are we looking for?

• Information technology graduate or equivalent
• 2-3 years' experience within an IT department

What's in it for you?

• A permanent contract
• A competitive salary and an interesting package of extra-legal benefits
• A human sized company with international dimension, encouraging autonomy and team spirit
• Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
• Benefit from a challenging career opportunity with an extensive training program
• In this challenging job you get the possibility to take initiative and further develop the function