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StepStone Logo StepStone · IT - Administration

Senior IT Support Analyst

Germany, Dusseldorf · Job Posted March 24, 2026
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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.

Job Responsibility

  • 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

Requirements

  • 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

What 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
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