Senior IT Support Analyst (f/m/d)

At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find a perfect match in fair and equitable way. With over 20 brands across 30+ countries, we strive for fair and unbiased hiring. 

Join our team of 3,000+ employees and be part of reshaping the labour market and becoming the world’s leading job platform.

Job Description

Join our team and you’ll be responsible for delivering exceptional IT support across StepStone's global offices, serving as the primary escalation point for critical technical issues. You will also coach and mentor IT Support Analysts, while acting as a trusted advisor to high-profile stakeholders and ensuring C-level executives and senior leadership receive best-in-class support.

Working in the Global Support Team, within the Corporate IT department, we are looking for someone with a "mission always possible" attitude and to play a key role in delivering exceptional IT support across our international offices. You will play a vital role as we reimagine the labour market to make it work for everybody.

Please submit your CV in English.

Your responsibilities:

• Provide first- and second-line technical support via the IT service portal, live chat, phone, email, and face-to-face interactions, ensuring prompt resolution and high customer satisfaction.

• Manage and resolve IT incidents and service requests independently, including critical issues, in line with ITIL-based incident and service request management best practices.

• Act as the primary technical escalation point for critical user issues and workflow-blocking incidents, ensuring SLA and KPI compliance.

• Deliver premium, personalised IT support to C-level executives and senior leadership, maintaining the highest standards of professionalism and communication.

• Support and maintain regional office IT environments, including mentoring IT support staff and occasional regional or international travel when required.

Qualifications

• Proven experience in a Senior IT support role, within a global or multi-site environment. 

• Excellent communication skills in German and English (written and verbal). 

• Degree in Computer Science, Information Technology, or equivalent professional experience. 

• Industry certifications; ITIL, Network A+ or Microsoft certifications. 

• Willingness and ability to travel to regional and international office locations as required.

Additional Information

We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer: 

• 30 days of holidays + 2 extra days for Christmas and New Year's Eve    

• Hybrid working model  

• Company pension scheme  

• 24/7 Employee Assistance Programme  

• Life Assurance Cover  

• Volunteering days  

• Job bike  

• Discounted parking or job ticket  

• In-house gym  

• In-house barista  

• And you can bring your dog to the office  

Our commitment 

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.