ICT Support Team Leader

Profile:

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

Documentation

• 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

Advantages:

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