IT Incident Management & Resolution Engineer

We are one of the largest global private markets investment managers, serving over 800 institutional investors worldwide. We have USD 185 billion in assets under management and around 2,000 professionals across 24 offices worldwide. Partners Group is an equal opportunity employer committed to cultural diversity.

What it’s about

As an IT Incident Management and Resolution Engineer (L2), you will act as escalation point of complex issues triaged by our IT Service Desk team (L1) in constant collaboration with our IT Engineering team (L3). You will be part of our Global IT Services team within a dynamic and high-performing organization.

Your Opportunity to Make an Impact

• Day to day Ticket Management (ServiceNow) providing timely and consistent support to our end users, acknowledging, and recording all issues and requests accordingly.
• Providing best-in-class customer service and desk-side IT support via remote channels such as chat, phone, email, or remote access tools.
• Provide on-site support for employees, VIP guests and PG staff visiting London office.
• Assist with user and group administration in cloud & on-premises environments, applications, and systems.
• Assist the L1 Global Service Desk team with daily tickets as needed.
• Mentor and provide guidance to L1 Service Desk technicians on how to best handle various technical situations.
• Write up and share technical documentation for other team members as needed.
• Write up user-facing how-to documentation for basic, common user help requests.
• Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies.
• Work with 3rd-party vendors to ensure services delivered meet PG expectations.
• Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and Azure VDI).
• Support to Office Management with IT setup for desk moves and event spaces when required.
• Participate in design, planning, installation, and support of end-user computer systems, network hardware, software applications, and peripherals.
• Participate in the planning and implementation of policies and procedures in Cloud environments to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.
• Exercise independent judgment in the planning, scheduling, organizing, controlling, and monitoring of IT projects.

Events and Meetings Technology Support

• Support internal and external events and meetings with Audio-Visual setup, Video-Conferencing, and live streaming technologies ensuring flawless execution for high-profile occasions like Townhalls and Summits.
• Troubleshoot AV/VC issues in real-time during live events, including on-site, webinars, and hybrid events with PG offices worldwide.
• Conduct proactive checks of meeting rooms and event spaces, working closely with AV/VC and event suppliers to ensure smooth operations.

What we expect

• At least 5-7 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is strongly preferred.
• ITIL certification strongly preferred.
• Excellent knowledge of Windows 11 and experience in using the following solutions: Active Directory, Azure, Intune, MS Teams, MS SharePoint, MS OneDrive, ServiceNow, Conditional Access & SharePoint.
• Experience in remote support, corporate video conferencing (MS-Teams, Zoom), and corporate events IT/AV Setup & Support.
• A strong commitment to customer service and to build & maintain relationships with stakeholders at all levels of the company including senior management, executive or VIP level.
• Work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritisation.
• Strong critical thinker and problem solver with a passion for delivering results.
• Excellent communication skills with the demonstrated capability to develop strong relationships and strategically manage and influence senior stakeholders at all levels.
• Take pride in your work and strive to support your teammates and our users with that work.
• Passion for the Information Technology field and helping people.
• Always maintain confidentiality.
• Able to work on-site in our London office full time.

What we offer

• 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.
• One-month sabbatical after every five years of service.
• Company paid life and disability insurance.
• Education assistance program.
• Domestic and international events, including off-sites and volunteer opportunities.
• Partners Group compensation has a long-term outlook and philosophy, and our total compensation emphasises performance based long-term incentives.

Partners Group is an equal opportunity employer and supports diversity of perspectives.