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 1500 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 Technical Manager.

Working Schedule: This position requires adherence to working hours aligned with the European time zone to ensure effective collaboration with stakeholders and business operations [10:30 – 19:00 Mauritian Time]. 

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.

• Install software on devices (laptops, printers, etc.).

• Create and manage user access following internal procedures.

• Monitor the Service Desk for tickets assigned to the queue and process them on a priority basis.

• Utilize helpdesk tracking software to categorize and follow up on tickets.

• Support audio and video equipment in conference rooms.

• Troubleshoot back-end issues.

• Report and follow up with service providers for ongoing issues.

• Perform end-user training whenever required.

2. Desktop Operations & Conformity

• Participate in the Group's desktop conformity activities as per the defined frequency.

• Maintain ICT inventories.

• Identify desktop/laptop lifespan.

3. Monitoring Activities

• Perform regular monitoring of pre-defined and agreed equipment and services (scope includes but

is not limited to: Internet connections, Firewalls, VPNs, Anti-virus, NAS, Servers, backups, etc.).

• Record daily, weekly, and monthly monitoring reports on the pre-defined and agreed scope.

• Analyze monitoring data with N+1 and implement preventive measures.

4. ICT Projects

• Assist N+1 in ongoing projects.

5. Documentation

• Produce job aids/how-to documents on recurring issues.

• Document required system information and store them on the Shared Drive.

• Ensure CMDB records are up to date

Who are we looking for?

• 2-3 years' experience within an IT department
• Degree Holder in Information Technology or equivalent

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