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

Competitive compensation with daily lunch allowance

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.

Partners Group is a global financial institution that retains the culture, pace and agility of a start-up.