ICT Support Officer

Mission principale

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].

Responsabilités clés

• 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.
• Desktop Operations & Conformity — Participate in the Group's desktop conformity activities as per the defined frequency.
• Maintain ICT inventories.
• Identify desktop/laptop lifespan.
• 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.
• ICT Projects — Assist N+1 in ongoing projects.
• 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

Compétences clés

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

Ce que l’entreprise offre

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