IT Incident Management & Resolution Engineer

What it's about

As an IT Incident Management and Resolution Engineer - L2, you'll have the freedom to tackle complex technical challenges with creativity and independence. You'll serve as the critical bridge between our IT Service Desk team (L1) and our IT Engineering specialists (L3), with the autonomy to determine the best approach for each unique situation. Within our Global IT Services team, you'll thrive in a dynamic environment where your innovative problem-solving abilities will directly impact business operations.

Location: 100% on-site in our New York office (Bryant Park)

Your Opportunity to Make an Impact

• Own the resolution process for complex technical issues, designing your own approach to troubleshooting and solution implementation
• Craft innovative solutions to user challenges through ServiceNow ticket management, applying your technical expertise to develop novel fixes for recurring problems
• Design and deliver exceptional customer experiences through multiple support channels (desk-side, chat, phone, email, remote access)
• Architect support strategies for employees, VIP guests, and staff visiting our New York office
• Develop your own methods for user and group administration across cloud and on-premises environments
• Create and implement mentoring approaches for L1 Service Desk technicians, sharing your unique problem-solving techniques
• Author technical documentation using your distinct voice and perspective to benefit both team members and users
• Engineer custom solutions for AV setup, video-conferencing, and live streaming technologies for internal and external events
• Forge relationships with 3rd party vendors, independently managing these partnerships to ensure service excellence
• Devise troubleshooting approaches for connectivity issues across various network environments
• Collaborate creatively with Office Management on IT setup for workspace reconfigurations and event spaces
• Contribute your unique insights to the design, planning, and implementation of end-user systems and applications
• Shape and influence policies and procedures in Cloud environments through your innovative thinking
• Exercise independent judgment in all aspects of IT project management, bringing your distinctive problem-solving approach to each challenge

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.

Our offerings include:

• Professional, international, and high-performing work-environment
• Challenging, rewarding career within a growing company
• Collaborative environment, with on-the-job training and mentorship opportunities
• Competitive benefits and wellness package, including medical, dental and vision coverage
• 401k (Roth and pre-tax options) with 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
• Partners Group compensation has a long-term outlook and philosophy, and our total compensation emphasizes performance based long term incentives. Base pay range for this role is $90,000 -$115,000, and a performance-based bonus are additional parts of the total compensation package.

Make an impact on the organization by taking a leading role in the growth of our US business. Our working environment is humble, inclusive and transparent; the structure of the firm is flat.

At Partners Group, we thrive on new ideas for the benefit of our clients, our employees and our communities. We are proud to be an equal opportunity employer and support diversity of perspectives.