Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this IT Incident Management & Resolution Engineer role.
Rezi rewrites your resume against Partners Group AG's job description. Free.
Tailor your resume to this IT Incident Management & Resolution Engineer role.
Rezi rewrites your resume against Partners Group AG's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the IT Incident Management & Resolution Engineer posting at Partners Group AG — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the IT Incident Management & Resolution Engineer posting at Partners Group AG — free, in seconds.
About the Role
As an IT Incident Management and Resolution Engineer - L2, you will act as an escalation point for complex issues triaged by the IT Service Desk (L1) in collaboration with the IT Engineering team (L3). You will be part of the Global IT Services team within a dynamic and high-performing organization.
Responsibilities
- Provide best-in-class customer service support for employees, VIP guests, and PG staff visiting the New York office in person and via remote channels.
- Handle day-to-day ticket management via ServiceNow, providing timely and consistent support to end users.
- Assist with user and group administration in cloud & on-premises environments, applications, and systems.
- Assist the L1 Global Service Desk team with daily tickets (L1 and L2) as needed.
- Mentor and provide guidance to L1 Service Desk technicians.
- Write and share technical documentation for team members and end-user facing how-to guides.
- Support internal and external events and meetings with AV setup, video-conferencing, and live streaming.
- Work with 3rd party vendors to ensure services meet expectations.
- Troubleshoot connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and Azure VDI).
- Support Office Management with IT setup for desk moves and event spaces.
- Participate in the 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.
- Assist the network and infrastructure team with hands-on support for Switches, routers, firewalls, and other comms room equipment.
- Exercise independent judgment in planning, scheduling, organizing, controlling, and monitoring IT projects.
Requirements
- 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.
- Experience in using M365 stack solutions, including Active Directory, Azure AD, Intune, MS Teams, MS SharePoint, MS OneDrive for Business, ServiceNow, and Conditional Access policies.
- Experience in remote support, corporate video conferencing (MS-Teams, Zoom), and corporate events IT/AV Setup & Support.
- Strong commitment to customer service and building relationships with stakeholders at all levels.
- Ability to work well in a fast-moving environment with effective time management and prioritization.
- Strong critical thinking and problem-solving skills with attention to detail.
- Excellent communication skills with demonstrated capabilities to develop strong relationships and manage/influence senior stakeholders.
- Pride in high-quality work and support for teammates and users.
- Passion for the Information Technology field and helping people.
- Maintain confidentiality.
- Able to work on-site in the New York office full time (5 days per week).
Skills
- ServiceNow
- Windows 11
- M365
- Active Directory
- Azure AD
- Intune
- MS Teams
- MS SharePoint
- MS OneDrive for Business
- Conditional Access policies
- Remote support
- Video conferencing
- AV Setup & Support
- Network troubleshooting
- VPN
- Azure VDI
- ITIL
Location
- New York, NY
Work Type
- On-site
- Full-time
Experience Level
- 5-7 years
Education Level
- ITIL certification strongly preferred
Salary/Compensations
- $90,000 - $115,000
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- 401k (Roth and pre-tax options) with company-match
- 25 vacation days
- 13 holidays annually
- One-month sabbatical after every five years of service
- Company paid life insurance
- Company paid disability insurance
- Education assistance program
- Lunch stipend
- Domestic and international events, offsites and volunteer opportunities
- Performance-based bonus
About the Company
- 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 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.
Equal Opportunity
- We are proud to be an equal opportunity employer and support diversity of perspectives.