IT Incident Management & Resolution Engineer (L2) - Global IT Services (Zug)

Partners Group seeks an IT Incident Management & Resolution Engineer (L2) in Zug to handle complex technical escalations, support VIP stakeholders, and ensure seamless AV/VC operations within a fast-paced global environment.

This position acts as a critical escalation point for intricate technical challenges initially identified by the Global Service Desk. The engineer collaborates closely with IT Engineering teams to rapidly restore services and mitigate recurring issues, ensuring high-quality support for senior stakeholders in a dynamic global business setting.

Responsibilities

• Manage the full lifecycle of Level 2 incidents and service requests within ServiceNow, including triage, prioritization, documentation, and regular user updates.
• Provide high-touch technical support, both on-site and remotely, specifically for VIPs and senior leadership.
• Serve as the primary escalation contact for Level 1 staff, offering guidance and expertise on difficult cases.
• Oversee identity and access management across cloud and on-premises infrastructure with a focus on security.
• Resolve advanced endpoint and network connectivity problems by coordinating with Level 3 engineers and external vendors.
• Enhance support processes and tools by developing documentation and driving continuous improvement initiatives.
• Ensure flawless audio-visual and video-conferencing support for internal and external meetings, including hybrid events and live streams.
• Proactively set up and monitor meeting spaces, troubleshooting technical issues in real-time during events.

Requirements

• Proven experience in Incident Management.
• Hands-on proficiency with ServiceNow.
• Strong background in AV/VC Support.
• Solid troubleshooting skills for technical issues.

About the company

Partners Group operates a fast-paced global business model. The Zug campus is equipped with cutting-edge technology and features special event venues, including a large auditorium capable of hosting over 400 participants.

• The company operates in a fast-paced global business environment.
• The Zug campus features cutting-edge technology and special event venues, including an auditorium for 400+ participants.