IT Incident Management & Resolution Engineer

Partners Group AG•New York, NY

3d•$90,000 - $115,000•Onsite

About The Position

The IT Incident Management & Resolution Engineer (L2) is an escalation point for complex issues triaged by the IT Service Desk (L1), working in close collaboration with the IT Engineering team (L3). The role is part of the Global IT Services team and is based 100% on-site at the New York office five days per week. The engineer provides technical support to employees, VIP guests, and Partners Group staff visiting the New York office, both in person and through remote channels. The role includes ticket management, user and group administration, end-user systems and network support, event and meeting technology support, and guidance for L1 service desk technicians. It also contributes to technical documentation, cloud policy planning, IT projects, vendor coordination, and occasional hands-on support for network and infrastructure equipment.

Requirements

At least 5–7 years of experience in a Service Desk or Technical Support role.
Excellent knowledge of Windows 11.
Experience with Microsoft 365 solutions, including Active Directory, Azure AD, Intune, Microsoft Teams, SharePoint, OneDrive for Business, ServiceNow, and Conditional Access policies.
Experience in remote support, corporate video conferencing (Microsoft Teams and Zoom), and corporate event IT/AV setup and support.
Strong customer-service commitment and ability to build and maintain relationships with stakeholders at all levels, including senior management, executives, and VIPs.
Ability to work in a fast-moving environment and manage daily business needs through effective time management and prioritization.
Strong critical-thinking and problem-solving skills, attention to detail, and focus on delivering results.
Excellent communication skills and demonstrated ability to develop relationships with and strategically manage and influence senior stakeholders.
High standards for work quality and willingness to support teammates and users.
Interest in information technology and helping people.
Ability to maintain confidentiality.
Ability to work full-time on-site in the New York office five days per week.

Nice To Haves

Experience in the financial industry and/or within a global team is strongly preferred.
ITIL certification is strongly preferred.

Responsibilities

Provide customer service and technical support to employees, VIP guests, and staff visiting the New York office, in person and through chat, phone, email, or remote access tools.
Manage tickets in ServiceNow, acknowledging and recording issues and requests and providing timely, consistent support.
Assist with user and group administration in cloud and on-premises environments, applications, and systems.
Assist the Global Service Desk team with L1 and L2 tickets as needed.
Mentor and guide L1 Service Desk technicians on handling technical situations.
Create and share technical documentation for team members and how-to documentation for common end-user requests.
Support internal and external events and meetings with AV setup, video conferencing, and live-streaming technologies.
Coordinate with third-party vendors to help ensure services meet Partners Group expectations.
Troubleshoot local Wi-Fi and wired network connectivity, as well as remote VPN and Azure VDI connectivity.
Assist Office Management with IT setup for desk moves and event spaces when required.
Participate in the design, planning, installation, and support of end-user computer systems, network hardware, software applications, and peripherals.
Participate in planning and implementing cloud-environment policies and procedures for consistent system provisioning and maintenance aligned with company goals, industry best practices, and regulatory requirements.
Provide occasional hands-on assistance to the network and infrastructure team with switches, routers, firewalls, and other communications-room equipment.
Exercise independent judgment in planning, scheduling, organizing, controlling, and monitoring IT projects.

Benefits

Competitive benefits and wellness package, including medical, dental, and vision coverage.
401(k) with Roth and pre-tax options and company match.
25 vacation days and 13 holidays annually.
One-month sabbatical after every five years of service.
Company-paid life and disability insurance.
Education assistance program.
Lunch stipend.
Domestic and international events, including offsites and volunteer opportunities.
Performance-based bonus and long-term performance incentives.
On-the-job training and mentorship opportunities.