ICT Support Officer

Company Overview

BIA Group specializes in sales, rentals, and after-sales services of equipment for public works, mining, quarries, and transportation sectors, operating across Europe, Africa, and Asia with over 1500 employees.

Role Summary

The ICT Support Officer role involves delivering first and second-level ICT support, ensuring timely responses to client issues and escalating unresolved problems appropriately. The officer will actively contribute to monitoring activities and report incidents to management, reporting directly to the ICT Technical Manager. This position follows a working schedule aligned with European business hours (10:30–19:00 Mauritian Time) to optimize collaboration.

Key Responsibilities

• Provide ICT support via tickets, phone, and email.
• Deliver level 1 and 2 support, resolving problems promptly to user satisfaction.
• Troubleshoot hardware and software issues.
• Install software on devices such as laptops and printers.
• Manage user access according to internal protocols.
• Monitor the Service Desk queue and prioritize ticket processing.
• Use helpdesk software for ticket categorization and follow-up.
• Support audio and video conference room equipment.
• Troubleshoot back-end ICT issues.
• Coordinate with service providers on ongoing issues.
• Conduct end-user training sessions as needed.
• Participate in desktop conformity initiatives per schedule.
• Maintain ICT asset inventories and assess device lifespans.
• Regularly monitor equipment and services including internet, firewalls, VPNs, antivirus, NAS, servers, and backups.
• Document monitoring results daily, weekly, and monthly.
• Analyze monitoring outcomes with supervisors and implement preventive actions.
• Assist the ICT Technical Manager in current projects.
• Create instructional documents addressing common issues.
• Maintain documentation of system information on shared drives.
• Update configuration management database (CMDB) records accurately.

Qualifications and Experience

• Two to three years of experience in an IT department.
• Bachelor's degree or equivalent qualification in Information Technology.

Benefits and Work Environment

• Permanent employment contract.
• Competitive salary paired with additional legal benefits.
• Human-scale company culture with an international reach that fosters autonomy and teamwork.
• Opportunity to collaborate with experienced professionals in a growing family-owned business.
• Access to extensive training programs geared towards career development.
• Chance to take initiative and contribute to the evolution of the role in a dynamic environment.

Working Hours

This role requires adherence to working hours between 10:30 and 19:00 Mauritius Time, aligning with European time zones for effective stakeholder engagement.