IT Incident Management & Resolution Engineer (L2) - Global IT Services (Zug)
Partners GroupJobsCloseBy Editorial Insights
Partners Group is seeking an IT Incident Management & Resolution Engineer (L2) to act as the escalation point for complex issues routed by the Global Service Desk, working with IT Engineering (L3) to restore service quickly and prevent repeat incidents. You will own L2 incidents end to end in ServiceNow, deliver premium desk support, and coordinate with L3 and vendors to resolve Windows 11, Wi‑Fi, VPN and Azure VDI problems while managing identity and access. You’ll support AV/VC for meetings and events and drive continuous improvement through clear documentation and playbooks. To apply, cite concrete incident-resolution outcomes, VIP communication, strong prioritization, and GenAI or automation experience.
What it's about
As an IT Incident Management & Resolution Engineer (L2), you are a key escalation point for complex technical issues routed by our Global Service Desk (L1), working closely with IT Engineering (L3) to restore service quickly and prevent repeat incidents. You’ll combine hands-on troubleshooting with a strong customer mindset, supporting a fast-paced global business and high-profile stakeholders in our Zug office and beyond.
You’ll also play a visible role in enabling seamless meetings and events, including townhalls and hybrid sessions, where reliability and user experience matter. Our Zug campus, composed of three buildings, cutting-edge technology features and special event venues, includes an auditorium for 400+ participants and a training center with multiple meeting and training rooms where internal and external events can be hosted. It is a one-of-a-kind construction in Zug canton.
Key responsibilities:
- Take end-to-end ownership of L2 incidents and requests in ServiceNow triaging accurately, prioritizing smartly, documenting clearly, and keeping users informed through resolution
- Deliver a premium support experience both desk-side and remotely (chat/phone/email/remote tools), including confident support for VIPs and senior stakeholders
- Be the go-to escalation partner for L1, sharing expertise, coaching on tricky cases, and helping raise first-time resolution across the team
- Manage identity and access needs (users/groups) across cloud and on-prem environments, ensuring the right access is in place and handled securely
- Solve complex endpoint and connectivity challenges (Windows 11, Wi‑Fi & wired, VPN, Azure VDI), collaborating with L3 and trusted vendors to restore services fast
- Drive continuous improvement by creating clear technical and user-facing documentation, and actively shaping better support processes, tools, and ways of working
Events & meetings technology support:
- Deliver seamless AV/VC support for internal and external meetings and events (including live streaming and hybrid sessions), ensuring an excellent end-user experience end-to-end
- Proactively prepare and monitor meeting rooms and event spaces, troubleshooting issues in real time during live sessions and coordinating with suppliers/partners to keep everything running smoothly
- Demonstrated experience in an L2 IT support / service desk / technical support environment (financial services and/or global teams is a plus) with a think ahead and take-action mindset
- Strong working knowledge of Windows 11 and enterprise tooling such as Active Directory, Azure, Intune, MS Teams, SharePoint, OneDrive, ServiceNow and Conditional Access
- Proven ability to troubleshoot complex incidents across endpoints, networking (Wi‑Fi & wired), VPN and virtual desktop environments (e.g., Azure VDI)
- Experience supporting corporate video conferencing and AV setups (e.g., MS Teams, Zoom) including live/hybrid event support
- A customer-first mindset with the ability to communicate clearly and calmly, including with executive/VIP stakeholders
- Demonstrated ability to prioritize effectively in a high-volume, fast-moving environment and take ownership through resolution
- Strong documentation habits and a continuous-improvement approach (knowledge articles, playbooks, repeat-incident reduction)
- Knowledge of GenAI, Copilot, ChatGPT, agentic tools, automation, or analytics solutions to improve delivery, documentation, reporting, or operational decision-making is beneficial
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:
- Competitive compensation with daily lunch allowance
- Performance-based bonuses under competitive compensation along with daily lunch allowance
- Global professional environment with international exposure, collaborative culture, and opportunities to learn the business from industry leaders and seasoned professionals
- Premium facilities including state-of-the-art building, diverse on-site dining options, and complimentary gym access with fitness classes
- Comprehensive career development through challenging opportunities, hands-on training, dedicated mentorship programs, and our PG Academy learning platform for continuous growth
- Community engagement through office events, team activities, and volunteer opportunities to connect with local communities
- Sabbatical program – one month off after every five years of service to recharge and explore
www.partnersgroup.com
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