Helpdesk Officer; m​/f​/d

TO KNOW BEFORE APPLYING

• This position is based in Cape Town - South Africa ;
• Local contract offered (no freelance contract or expatriation) ;
• Maximum 2 years experience in a similar position ;
• Fluent in written and spoken English mandatory ;
• Fluent in French could be an advantage ;
• HTML coding experience - mandatory ;
• Helpdesk / ticketing systems experience - mandatory ;
• Strong knowledge of :
  Windows, Mac Os and Ubuntu environments ;
• Knowledge of user account management (Jumpcloud, Google Workspace) ;
• Start date:
  March 2025.

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 10 countries, and welcome more than 250,000 visa applicants each year.

As part of our development, we are looking to strengthen our IT department and are looking for a Helpdesk Officer, who is dedicated and customer-focused individuals to join our team.

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

His main missions are to :

• provide technical support and assistance to the employees and maintain the operational conditions of the IT infrastructure of the group ;
• manage the IT systems of the company : install & configure hardware and software, monitor asset status, perform backups, and hardware maintenance ;
• correct IT Issues : manage requests sent to the department, diagnose and take corrective actions ;
• assist employees : respond to users requests and assist them by resolving their issues, providing proximity and distance support ;
• manage related projects for the group : prepare the opening of new centers, draft procedures and communicate them, participate in IT projects for the group.

• Fluent in English - speaking French is a plus ;
• Strong organizational and time-management skills ;
• Perseverance, reactivity, creativity and rigor ;
• Performance-driven, problem-solving and results-oriented mindset ;
• Excellent verbal and written communication skills ;
• Ability to work under pressure and manage multiple tickets simultaneously ;

• Bachelor degree as a minimum ;
• Tertiary qualification is an added advantage ;
• 2 years experience as a maximum in a same position ;
• Mandatory experience in HTML coding and helpdesk/ticketing systems ;
• Mandatory experience in Windows, macOS and Ubuntu environments ;
• Mandatory experience in user account management (Jumpcloud, Google Workspace) ;
• Experience in networking concepts (TCP/IP, DNS, VPN, Wi-Fi) ;
• Mandatory experience in diagnosing and troubleshooting hardware and software issues ;
• Experience in cyber-security : password policies, phishing, endpoint protection.