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:
1. 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.
2. Manage and resolve IT incidents and service requests independently, including critical issues, in line with ITIL-based incident and service request management best practices.
3. Act as the primary technical escalation point for critical user issues and workflow-blocking incidents, ensuring SLA and KPI compliance.
4. Deliver premium, personalised IT support to C-level executives and senior leadership, maintaining the highest standards of professionalism and communication.
5. Support and maintain regional office IT environments, including mentoring IT support staff and occasional regional or international travel when required.
Qualifications
6. Proven experience in a Senior IT support role, within a global or multi-site environment.
7. Excellent communication skills in German and English (written and verbal).
8. Degree in Computer Science, Information Technology, or equivalent professional experience.
9. Industry certifications; ITIL, Network A+ or Microsoft certifications.
10. 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:
11. 30 days of holidays + 2 extra days for Christmas and New Year's Eve
12. Hybrid working model
13. Company pension scheme
14. 24/7 Employee Assistance Programme
15. Life Assurance Cover
16. Volunteering days
17. Job bike
18. Discounted parking or job ticket
19. In-house gym
20. In-house barista
21. 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.