HELPDESK OFFICER (m/f/d ) - JOHANNESBOURG / SOUTH AFRICA

TO KNOW BEFORE APPLICATION :

• EMPLOYMENT LOCATION : JOHANNESBOURG - SA

• Fluency in English is a must; being fluent in French is a plus.

• Bachelor degree in computer science is a must.

• Studies in informatics and specialisation in computer networks ;

• Previous experience in a similar position would be an advantage ;

• Experience with helpdesk / ticketing systems is needed for the position ;

• Strong knowledge of Windows, macOS and Ubuntu environments is required;

• A good understanding of networking concepts (TCP/IP, DNS, VPN). WI-FI) is required ;

• Knowledge of user account management (Jumpocloud,Google workspace) ;

• Basic cybersecurity awareness (password policies , phishing , endpoint protection ect.)

WHO ARE WE ?

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 9 countries, and welcome more than 500 000 visa applicants each year.

As part of our development, we are looking to strengthen our IT Department in Johannesburg we are looking for a Helpdesk Officer with a passion for new challenges within a dynamic and human focused company.

DESCRIPTION OF THE POSITION

The Helpdesk Officer at Capago is the main point of contact between the employees and the IT department of the company.

His/her main mission is to provide technical support and assistance to the employees, and to help maintain the operational conditions of the IT infrastructure of the group.

The Helpdesk Officer provides remote support for all Capago branches around the world.

He/she is active and involved in the life of the IT department, and proposes ideas to support the different teams in their IT needs.

As a Helpdesk Officer, you will be responsible for:

Managing the IT systems of the company by :

• Installing, configuring and integrating hardwares and softwares equipment and resources;

• Supervising servers management ;

• Monitoring and verifying IT assets status ;

• Maintaining up-to-date the IT inventory ;

• Performing data backups and archiving ;

• Performing first level IT hardware maintenance ;

Correcting IT issues that may occur by :

• Receiving and managing requests sent to the IT support system ;

• Diagnosing the nature and origin of Second Line incidents and implement corrective actions ;

• Communicating effectively the results of the intervention to the different users ;

Assisting the employees by :

• Assisting and training users with the IT tools of the company ;

• Providing proximity and distance support ;

• Responding to users’ requests and assisting them to resolve their issues ;

• Creating, managing and removing accesses to the different IT/IS systems ;

Managing IT related projects for the group by :

• Preparing for the opening of new centers ;

• Drafting and optimizing assistance procedures, and communicating them ;

• Participating in the different IT projects of the Capago group

DIPLOMAS AND EXPERIENCE

As a Helpdesk Officer, you need to demonstrate the following competencies:

• Organizational skills ;

• Perseverance, rigor and precision ;

• Reactivity and Creativity ;

• Technical skills and in search for innovations ;

• Performance-driven mindset ;

• Good communication skills ;

• Ability to work under pressure and a sense of urgency in the daily task management.

REQUIRED SKILLS FOR THE POSITION

• Fluency in English is a must ;

• Excellent verbal and written communicztion skills ;

• Ability to work under pressure and manage multiple tickets simultaneously;

• Ability to diagnose and troubleshoot hardware and software issues ;

• University degree or equivalent in computer science;

• Experience in a similar position in a IT department;

• HTML coding experience mandatory;

• Organizational skills and time management skills;

• Perseverance, rigour and precision ;

DIVERSITY AND INCLUSION

Committed to diversity and inclusion, we strive to ensure a recruitment process that is accessible to everyone. We particularly encourage applications from individuals with disabilities.