Senior IT Support Analyst

Join our team and you'll be responsible for delivering IT support across StepStone's global offices, serving as the primary escalation point for critical technical issues. You will therefore 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'' attitude and to play a key role in exceptional IT support across our international offices. You will play a vital role as we reimagine the labour market to make it work for everyone. Your responsibilities: Provide first and second-line technical support through multiple channels including the IT service portal, live chat, phone, email and face-to-face interactions. Ensuring prompt resolution and high customer satisfaction.

Manage and critical IT incidents and requests with minimal supervision, following incident and service request management practices best, within an ITIL framework.

Act as the primary technical escalation point for critical user issues, including problems blocking users from working or ticket flow issues. Ensuring SLA and KPI compliance.

Deliver premium, personalized support, to C-level executives and senior leadership across the organization.

Mentor and coach IT support staff, leading by example with excellent customer service and professional communication.

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.

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 Programs

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, gender identity, sexual orientation, disability status, ethnicity, supply, age, family parental status, and any other characteristic. .