IT Support Engineer

BAIN CAPITAL OVERVIEW
Established in 1984 Bain Capital is one of the worlds leading private investment firms with over $215 billion in assets under management. Bain Capital manages a range of funds including private equity credit public equity venture capital insurance and real estate strategies. Our competitive advantage is grounded in a diligence-intensive value-added investment approach that enables the firm to deliver industry-leading returns for its investors. Headquartered in Boston Bain Capital has offices across North America Europe and Asia-Pacific including Chicago Dublin Guangzhou Hong Kong London Luxembourg Madrid Melbourne Mumbai Munich New York Palo Alto San Francisco Seoul Singapore Shanghai Sydney and Tokyo.

PRIVATE EQUITY OVERVIEW
Bain Capital Private Equity pioneered the value-added investment approach. We partner with management teams to help build and grow great companies.

Our global team operates across multiple offices worldwide and has made hundreds of investments across industries. Our success is built on a rigorous analytical approach deep industry expertise and a strong culture of collaboration across investment and operational teams.

CREDIT OVERVIEW
Bain Capital Credit is a leading global credit specialist managing a broad range of fixed income strategies. The group invests in a wide variety of securities including high-yield bonds leveraged loans distressed debt structured products and select equity investments.

Through our global investment platform Bain Capital Credit leverages deep research rigorous financial analysis and disciplined portfolio construction to deliver strong risk-adjusted returns.

POSITION OVERVIEW
Bain Capital is seeking a highly motivated IT Support Engineer to join in our Sydney office.

This role is responsible for delivering high-quality IT support to employees across the Sydney office remotely supporting our Melbourne office and supporting regional Asia-Pacific offices as required. The position provides both hands-on desktop support and regional technical support while also participating in technology rollouts system upgrades and IT projects and initiatives across the region.

The successful candidate will possess a strong technical background in end-user technology modern device management collaboration platforms and enterprise IT environments. The role requires a highly professional individual capable of delivering white-glove support to senior executives and business stakeholders in a fast-paced global investment environment.

This individual will work closely with global IT teams and must demonstrate strong collaboration communication and problem-solving skills.

The position reports to the Asia IT Director.

KEY RESPONSIBILITIES
Bain Capital is looking for an experienced highly motivated IT support engineer on a full-time 6 month probation basis to provide high-quality technical support in our Sydney office remotely supporting our Melbourne office and assist with support requests across our Asia-Pacific offices. Responsibilities include:

• Receiving logging prioritizing and resolving IT support requests via ServiceNow or other IT service management platforms
• Delivering white-glove technical support to senior executives and business users
• Troubleshooting issues related to laptops mobile devices operating systems enterprise applications and collaboration platforms
• Providing support via walk-in assistance remote support phone chat and email
• Escalating complex issues to appropriate global technology teams and driving issues through to resolution
• Managing and maintaining the regional helpdesk queue to ensure service levels are met
• Providing support for remote and hybrid workforce technologies including secure remote access and VPN connectivity

Collaboration and Audio-Visual Support

• Provide proactive support for meeting room and collaboration technologies including Zoom Rooms and video conferencing systems
• Assist with setup and troubleshooting of video conferences hybrid meetings and presentations
• Provide technical support for regional events investor meetings and offsite conferences including flexibility to travel to other countries for offsites.
• Maintain meeting room systems including AV equipment displays and collaboration devices

Endpoint Device and Asset Management

• Provision configure and deploy laptops desktops and mobile devices using modern device management tools
• Support device lifecycle managing inventory and asset management including onboarding hardware refreshes and decommissioning
• Ensure asset management records remain current and aligned with global standards
• Manage endpoint configuration and compliance through enterprise device management platforms such as Microsoft Intune or JAMF
• Support Windows 11 Enterprise and MacOS environments
• Assist with automated provisioning technologies such as Autopilot and zero-touch deployment

Technology Projects and Deployments

• Participate in regional and global IT projects including system upgrades technology rollouts and office buildouts
• Support deployment of new software operating systems and enterprise applications
• Assist global teams with testing and rollout of new technology solutions
• Provide local support for global initiatives across the Asia-Pacific region
• Track and report progress on project tasks and milestones

Monitoring and Operations

• Perform routine monitoring and operational checks of end-user systems and office technology
• Support incident management and assist with troubleshooting service disruptions
• Assist with problem management and root cause analysis
• Monitor service metrics and contribute to initiatives that improve IT service delivery

Security and Compliance

• Support endpoint security tools and policies including antivirus endpoint detection and response platforms and device compliance controls
• Assist users with security-related issues including multi-factor authentication and access controls
• Support security awareness initiatives and assist with investigation of suspected phishing or security incidents
• Ensure systems and devices comply with corporate security and governance standards Vendor and Partner Management
• Coordinate with local vendors and service providers to ensure high quality service delivery
• Assist with procurement of hardware peripherals and office technology equipment
• Maintain relationships with local technology service partners

Documentation and Knowledge Management

• Maintain IT documentation including procedures configuration standards and support guides
• Contribute to knowledge base articles and documentation within the service management platform
• Ensure documentation remains current and aligned with global IT practices

CORE SKILLS & QUALIFICATIONS

• Bachelors degree in Computer Science Information Technology or related discipline or equivalent work experience
• Approximately 47 years of experience supporting enterprise IT environments
• Strong experience supporting Windows and macOS endpoint environments
• Experience working in global organizations and distributed technology teams
• Excellent analytical and troubleshooting skills with strong attention to detail
• Ability to diagnose complex technical issues quickly and independently
• Strong interpersonal skills and the ability to communicate effectively with users at all levels of the organization
• Demonstrated ability to deliver a high standard of customer service in a fast-paced environment
• Experience supporting senior executives and managing high-priority requests professionally and discreetly
• Ability to manage multiple priorities while maintaining strong service quality
• Strong written communication skills including documentation and end-user communications
• Ability to work independently and collaboratively as part of a global team
• Willingness to work flexible hours when required to support regional operations and technology changes