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 1200 enthusiastic employees.


As ICT Support Team Leader, you will be the reporting line of all ICT officers in Africa, and coordinate & manage ICT activities on African sites; Perform and assist ICT administrative and technical duties; Follow-up of all support related KPIs and activities for the Group.

Tagged as: applications and technologies, customer service-oriented, ICT


What will be your responsibilities?

ICT Support

  • Troubleshoot network and systems related issues
  • Perform server administrative tasks
  • Report and follow up with service providers for ongoing issues
  • Train users, explain technical concepts to non-technical users, help users to become more comfortable and efficient with the usage of IT equipment and software
  • Interact with internal clients at all levels to help resolve IT-related issues and provide answers in a timely manner
  • Perform causal analysis on recurring issues and work with ICT Support Manager & ICT Technical Manager for long term resolutions
  • Assist in the administration of the Group's applications and technologies
  • Follow up support related KPIs (SLA, ticket resolution time, user satisfaction,..) and report to Management on a weekly/monthly basis
  • Daily/Weekly reporting to management on critical issues


Team Management

  • Plan and manage daily tasks of team members in African entities
  • Ensure all set tasks and KPIs and objectives are followed and completed in a timely manner
  • Escalate blocking points to management, as and when required


Inventory Management & Procurement

  • Work with ICT Manager to propose yearly operation ICT budgets for African entities
  • Ensure inventories are maintained and up to date in inventory tool
  • Ensure ICT equipment are deployed and managed as per company policies (naming convention, age, warranty,..)
  • Work with Finance team to ensure assets count are up to date
  • Work with Procurement & Finance teams for purchase of ICT equipment
  • Disposal of old/faulty equipment in collaboration with Finance team


Monitoring Activities

  • Assist ICT Technical Manager in monitoring tasks
  • Perform and record regular monitoring of pre-defined and agreed equipment and services
  • Analyse monitoring data with N+1 and implement preventives measures
  • Perform and document health checks of pre-defined and agreed equipment and services
  • Perform timely hardware and software updates & upgrades when required
  • Ensure all server systems are properly backed up and restores are tested in a timely manner



  • Produce job aids/ how to document on recurring issues
  • Contribute to ICT knowledge-base by documenting incidents and their resolutions


Who are we looking for?

  • Degree in Information Technology or equivalent
  • Minimum 8 years of working experience in ICT Support
  • Experience in server management and Office 365 administration are required
  • Proven experience in team management
  • Experience in a customer service-oriented role
  • Proven record of being effective in a fast changing international environment
  • Languages: French/English (spoken and written)
  • Technical Skills: Infrastructure/Hardware ; IT Procurement & Asset Management ; Service Management Processes
  • Soft Skills: Analytical thinking ; Communication skills ; Teamwork ; Leadership

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
Job Overview
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