IT Support Officer

Title of the role: IT Support Officer

Type of Contract: 2 years (possibility of extension depending on the performance)

Working Schedule: Full time – 40 hours per week (no remote work possible)

Location: Bonn, Germany

Start date: As soon as possible

The Mission

Our client works to take care of our forests and those who rely on them: by protecting plant and animal species, Indigenous Peoples’ rights, forest workers’ safety, and much more.

To effectively meet the challenge of protecting the world’s forests, we are committed to ensuring we have the world’s most skilled people working with us. This commitment extends to everyone that works in the organization around the world: from those that lead the design of policies and standards to those that roll out those same policies and standards on the ground, and to those that provide us with the backbone to do our work.

We are looking for an engaged IT Support Officer (m-f-d) who brings solid expertise and a passion to work with us in a multinational environment.

The Scope

To diagnose, resolve, and document hardware, software and network problems in a timely and accurate fashion and, provide end-user training and support where required.

Main Roles & Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Execute User Acceptance Test and Unit testing of any new and/or existing applications under development or consideration for purchase.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Provide support to maintain and enhance the performance of all new and existing software and applications across the organization.
• Perform preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, and so on.
• Creation and updating of documentation, best practices, and service catalogue as well as participation in the further development of service management processes.
• Active involvement in project execution or project coordination depending on the Unit’s needs.
• Periodic report preparation of key unit metrics.
• Any other task as assigned by formal supervisor and project work as assigned according to special organizational needs.

Qualification, Experience and Skills

Education and Training:

• University degree or equivalent training or experience in a relevant field, for example, Mathematical, Statistical and/or Computer Sciences.
• Certification in ITIL/Microsoft Technologies/ Cloud Technologies is a plus.

Working Experience, Style and Skills:

• At least 2 – 3 years of professional experience in providing application and/or end-user support.
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Good understanding of Server & desktop hardware/operating systems, networks, firewalls, and Phone Systems, etc.
• Strong demonstration with hands-on experience with Microsoft Office 365, Azure Cloud Services and Virtualization technologies.
• Customer service oriented with excellent communication and interpersonal skills and the ability to convey information clearly to users and grasp perceived difficulties.
• A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies.
• Knowledge of web app environments, both from functional and technical perspectives.
• Experience with Information Technology Service Management (ITSM) and Ticketing tools.
• General knowledge of vendor management including procurement and service delivery.
• Ability to work with remote teams either to coordinate or deliver end-user support.

Computer Skills: Good skills in the use of/experience with:

• Windows, Linux and Mac operating systems.
• Standard software packages (MS Office).
• DocuSign CLM (Contract Lifecycle Management) is a plus.
• CRM (Customer Relations Management systems) for example Salesforce or Dynamics 365 is a plus.

Language and Communication Skills:

• Fluency in English. German is a plus.
• Exemplary verbal and written communication skills. Active-listening skills.
• Ability to establish and maintain positive interpersonal relations.