IT Service Desk Engineer L2-L3

Business Department:  Corporate Operations

Manila, PH

Partners Group is a global private markets investment manager, serving over 1,000 institutional investors. We have USD 142 billion in assets under management and more than 1,900 professionals across 20 offices worldwide. We realize potential in private markets by financing and developing great companies, desirable real estate and essential infrastructure. We create value in our investments through active and long-term responsible ownership.

What it's about

As an IT Service Desk Engineer - L2, you will act as escalation point of complex issues triaged by our IT Service Desk team (Tier 1) in constant collaboration with our IT Engineering team (Tier 3). You will be part of our Global IT Services team within a dynamic and high-performing organization. 


Your main responsibilities include: 


  • Day to day Ticket Management (ServiceNow) investigating and diagnosing escalated tickets from Level 1 performing detailed/advanced troubleshooting and prioritized VIP cases. 

  • Resolve incidents based on existing procedures or workarounds with higher degree of difficulty, creating and maintain documentation (e.g., standard resolution /troubleshooting procedures, training, knowledge articles/wiki) for recurring ticket types to assist previous tier level. 

  • Trigger and coordinate Major Incident and Problem Management processes. 

  • Collaborate promoting best IT security practices according to our policies and guidelines. 

  • Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings. 

  • Escalate tickets and engage to Level 3 ensuring a continuous collaboration. 

  • Liaising and coordination of incidents and open cases with 3rd party vendors. 

  • Cooperate with Level 1 on assets inventory and management. 

  • Serve as point of escalation for complex cases related with HR employee processes (new hires, leavers, transfers) 

  • Work in ad-hoc projects when required. 

What we expect
  • Graduate of bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education. ITIL, Microsoft, Cisco, CompTia or relevant certifications will be considered as a plus. 

  • Minimum 10 years of proven experience in specialized support roles as Systems Engineer, Desktop Support Level 2 or Level 3 roles.

  • Experience within the financial industry and/or within a global organization is a plus. Exposure working with Swiss or European IT teams will be an advantage.

  • Excellent knowledge, strong understanding and extensive experience working with the following solutions: Microsoft Endpoint Management, Configuration Manager (SCCM), Microsoft Intune, Office 365, MS-Teams, Share Point online and OneDrive for Business. 

  • In-depth knowledge of PowerShell scripting, Active Directory and Azure Active Directory. 

  • Strong knowledge of Endpoint and Office 365 security best practices and compliance standards. 

  • Familiarity with networking principles, security protocols, and related technologies. 

  • A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level. 

  • You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels. 

  • You are a strong critical thinker and problem solver with a passion for delivering results. 


What we offer

Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent, by offering a workplace where results are truly recognized and rewarded. We offer a fantastic opportunity for you to grow:

  • Professional, international working environment
  • Challenging, rewarding career within a growing company
  • Collaborative environment, with on-the-job training and mentorship opportunities
  • One-month sabbatical after every five years of service
  • Education assistance program
  • Fun office and team events, including volunteer opportunities to connect with and help our local communities