ICT Support Officer

About the role

The ICT Support Officer will provide first‑ and second‑level technical assistance to BIA Group’s users in Mauritius, ensuring timely resolution of hardware, software and network issues while supporting the company’s European‑aligned operations.

Key responsibilities

• Receive and process support requests via ticketing system, phone or email.
• Diagnose and resolve hardware (laptops, printers, audio/video equipment) and software problems.
• Install, configure and update applications on end‑user devices.
• Manage user access rights according to internal procedures.
• Monitor service desk queues, prioritize tickets and escalate critical incidents to senior staff.
• Perform regular monitoring of internet connectivity, firewalls, VPNs, antivirus, NAS, servers and backups, and produce daily/weekly reports.
• Assist in ICT projects and create documentation such as job aids and system records.
• Maintain ICT inventory and update the CMDB.

Required profile

• 2‑3 years of experience in an IT support or help‑desk environment.
• Degree in Information Technology or equivalent.
• Ability to work according to European business hours (10:30‑19:00 Mauritius time).
• Strong communication skills and customer‑focused attitude.

Required skills

• Helpdesk ticketing systems
• Hardware troubleshooting (laptops, printers, AV equipment)
• Software installation and configuration
• User access management
• Network monitoring (Internet, firewalls, VPN, antivirus, NAS, servers, backups)
• CMDB maintenance

What we offer

• Permanent contract with competitive salary.
• Additional legal benefits and a training programme.
• Internationally oriented, family‑owned company encouraging autonomy and teamwork.