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Support effective case management, participant engagement, housing stability, and program outcomes.
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MD · IA · AR · WI · NC · MI · NE · AL · TN · NV · WV · KS · UT · MA · TX · CA · ME · NJ · KY · AK · MO · ND · Fort Vannoy (historical), OR · MS · LA · ID · NM · Chandler, AZ · SC · IL · Minneapolis, MN · Scottsdale, AZ · MT · NH · FL · CO · OR · PA · CT · NY · DE · WA · WY · RI · OK · SD · OH · Philadelphia, PA · GA · Burlington, MA · AZ · HI · MN · VT · Gilbert, AZ · IN · VA · Leawood, KS
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Supplemental Professional Student Nurse, Float Pool - Varied-shift at The Woodlands
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State System Partnerships Director
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Partners Group AG

IT Incident Management & Resolution Engineer

NY, United States

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Job details

Posting language: English
Posted: Nov 6, 2026

Original 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

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.

www.partnersgroup.com

Please be aware, fraudsters may pose as Partners Group recruiters. All genuine representatives can be identified by a verified sign on their LinkedIn profiles. If you suspect fraud or have doubts, contact us immediately at hr@partnersgroup.com

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