Senior IT Support Analyst

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 4,000+ employees and be part of reshaping the labour market and becoming the world’s leading job platform. 

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. 

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

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

• Deliver premium, personalised support, to C-level executives and senior leadership across the organisation. 

• 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 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.