ICT Support Officer (Level 1 & 2)

About the role

BIA Group sells, rents and provides after-sales services for equipment used in public works, mines, quarries and transport, and operates in Europe, Africa and Asia. The ICT Support Officer delivers Level 1 and Level 2 ICT support, responds to clients promptly, escalates blocking issues to N+1, takes part in monitoring and reports incidents to management. The post reports to the ICT Technical Manager and follows European working hours (10:30 - 19:00 Mauritian time).

Key responsibilities

• Handle ICT support by ticket, phone or email, providing first and second-level support and resolving software and hardware issues.
• Install software on devices such as laptops and printers, create and manage user access and monitor the Service Desk queue using helpdesk tracking software.
• Support audio and video equipment in conference rooms, troubleshoot back-end issues and follow up with service providers.
• Take part in desktop conformity activities, maintain ICT inventories and identify desktop and laptop lifespans.
• Monitor internet connections, firewalls, VPNs, anti-virus, NAS, servers and backups, record daily, weekly and monthly reports and analyse data with N+1 to implement preventive measures.
• Assist N+1 in ongoing projects and produce job aids and documentation, keeping CMDB records up to date.

Required profile

• 2-3 years of experience within an IT department.
• Degree holder in Information Technology or equivalent.

What we offer

• A permanent contract.
• A competitive salary and a package of extra-legal benefits.
• An international, family-owned company that encourages autonomy and teamwork.
• An extensive training programme and career development opportunities.