5-7 years of experience in Service Desk/Technical Support, preferably in the financial industry.
ITIL certification is strongly preferred.
Proficient in Windows 11 and M365 stack solutions, including Active Directory and Azure AD.
Experience with remote support and corporate video conferencing technologies.
Strong commitment to customer service and relationship building with stakeholders.
Excellent time management and prioritization skills in a fast-paced environment.
Strong critical thinking and problem-solving abilities with attention to detail.
Responsibilities
Act as an escalation point for complex issues from the IT Service Desk team.
Provide best-in-class customer service support for employees and VIP guests.
Manage daily ticketing through ServiceNow, ensuring timely support.
Assist with user and group administration in cloud and on-premises environments.
Mentor L1 Service Desk technicians on technical situations.
Create and share technical documentation for team members and end users.
Support internal and external events with AV setup and video conferencing technologies.
Benefits
Professional, international, and high-performing work environment.
Challenging and rewarding career within a growing company.
Collaborative environment with on-the-job training and mentorship.
Competitive benefits package including medical, dental, and vision coverage.
401k with company match and Roth options.
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 and lunch stipend.
Opportunities for domestic and international events, including volunteer opportunities.
Full Job Description
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.
Location: 100% on-site in our New York office 5 days a week (Next to Bryant Park)
Your Opportunity to Make an Impact
Providing best-in-class customer service support for employees, VIP guests and PG staff visiting New York office both in person and via remote channels such as chat, phone, email, or remote access tools.
Handle day to day Ticket Management (Via ServiceNow) providing timely and consistent support to our end users, acknowledging, and recording all issues and requests accordingly in ServiceNow.
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 on how to best handle various technical situations.
Write up and share technical documentation for other team members as needed plus end 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.
Participates 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.
Assist the network and infrastructure team with occasional hands-on assistance for Switches, routers, firewalls and other comms room equipment.
Exercises independent judgment in the planning, scheduling, organizing, controlling, and monitoring of IT projects.
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 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.
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.
You work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization.
You are a strong critical thinker and problem solver with a strong attention to detail with a passion for delivering results.
You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels.
That you take pride in your high quality of work and strive to support your teammates and our users with that work.
You have a passion for the Information Technology field and helping people.
That you always maintain confidentiality.
Able to work on-site in our New York office full time (5 days per week).
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
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.
About Partners Group
Partners Group is a global private markets investment management firm. The company manages a range of investment programs for institutional investors, including private equity, private real estate, private infrastructure, private debt, and private insurance solutions. Partners Group was founded in 1996 and is headquartered in Baar, Switzerland. The company has offices in North America, Europe, Asia, and Australia.
