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 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.