The Scope
As an IT Operations & Support Analyst, you will help ensure a smooth, reliable, and secure IT experience for FSC colleagues globally. You will provide hands-on technical support, help maintain IT systems and contribute to projects that improve how we work together digitally.
This is a collaborative role where curiosity, empathy, and problem-solving are just as important as technical expertise.
Main Roles & Responsibilities
To deliver service desk and end-user support:
Act as the first point of contact and provide day-to-day technical support to end users.
Respond to Level 1 and Level 2 support requests via phone, email, chat, and ticketing system.
To manage user access and ICT systems
Administer and support ICT systems including Active Directory/Entra ID, Exchange/Microsoft 365, Central EDR Systems, PBX, and backup systems (e.g. Veeam).
Manage onboarding, role changes, and offboarding (Joiner, Mover, Leaver).
To support devices, hardware, and assets
Configure and install laptops, mobile devices, and peripheral equipment.
Install, maintain, and perform minor repairs on hardware, software, and peripherals.
Maintain the IT assets database in line with organizational policies.
To support tools, collaboration, and meeting technology
Ensure operational readiness and maintenance of conference room audio and video equipment.
Support IT tools and business applications, not limited to Consent Manager and collaboration platforms.
To support documentation, projects, and service improvement
Create and update user manuals, training materials, and knowledge articles.
Participate in IT projects, testing, rollouts, and continuous service improvement initiatives.
Any other task as assigned by formal supervisor and project work as assigned according to special organizational needs.
Your profile
Education and Training:
Bachelor or Master degree or equivalent training in Computer science, Business Information.
Technology or IT related training.
Working Experience, Style and Skills:
At least 3 years of relevant professional experience in a similar position.
Demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills.
Good time management skills: Ability to perform well while handling simultaneously a number of support functions.
Solution oriented attitude to work.
A strong sense for diligence and accuracy.
Strong analytical and problem-solving skills.
Proven ability to plan and organize work.
Computer Skills:
Professional experience in IT support.
Microsoft professional Certifications.
ITIL Foundation Certification will be a plus.
Experience with Windows operating systems, Azure cloud, Active Directory, Microsoft 365, Microsoft In-tune, Sophos and Cisco Meraki. Having Mac OS Knowledge will provide an added advantage.
Customer service oriented with excellent communication and interpersonal skills.
The ability to convey information clearly to users and grasp perceived difficulties.
Basic knowledge in the handling of network technologies (TCP/IP, router, switch).
Good knowledge of operating systems for servers and clients (e.g. Windows or Linux).
Flexible, structured and solution-oriented work style.
A fast learner who is pro-active and responsive.
Language and Communication Skills:
Fluency in English.
German is a plus, but not mandatory.
Why us?
Be part of a globally recognized organization at the forefront of sustainable forestry and contribute to the mission to help protect the world's forests.
Play an active role in the FSC global community of 400+ forest stewards who come together in-person at least once a year.
Benefit from cross-cultural collaboration and networking opportunities by working in a dynamic, inclusive, and diverse international culture with over 60 nationalities represented under one roof.
Benefit from work-life balance with our hybrid working structure.
30 vacation days yearly.
Regional transportation ticket.
Breakfast bars, coffee, tea.
Take part in learning lunches.
Celebrate together festivals from different cultures.
The Fine Print
Location: Bonn, Germany.
Working Hours: Full time - 40 hours per week.
Duration of Employment: Temporary contract - 2 years (extension possible, subject to satisfactory performance).
Starting Date: As soon as possible.
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We are looking forward to your application.