BAIN CAPITAL OVERVIEW
Bain Capital is a global private equity firm that manages several pools of capital including private equity, public equity, high-yield assets, and mezzanine capital with approximately $155 billion in total assets under management. Since its inception in 1984, the firm has made private equity investments in over 175 companies, in a variety of industries, including technology and communications, healthcare, consumer goods and industrial products. Headquartered in Boston, Bain Capital has offices in New York, Chicago, San Francisco, Palo Alto, London, Munich, Dublin, Luxembourg, Lisbon, Madrid, Mumbai, Hong Kong, Shanghai, Tokyo, Seoul, Guangzhou, Singapore, Sydney and Melbourne.
POSITION OVERVIEW
The support engineer will report to the Asia IT Director and will be responsible for undertaking IT end user support and delivering IT projects / technology refreshes throughout the Asia Pacific regional offices of Bain Capital. The role will require a level of flexibility working with team members from varied geographies on a variety of technologies at all levels. The successful candidate will have a strong technical background in desktop and infrastructure support and experience delivering technology to regional offices of a global organization. Some international travel and out of hours meetings will be required. We are seeking someone highly collaborative, technical and professional with excellent communication skills that can interact with all members of the organization globally, including senior executives of the firm.
KEY RESPONSIBILITIES
Bain Capital is looking for an experienced, full-time, highly motivated helpdesk engineer to provide technical support across our Asia office locations. Day-to-day responsibilities include:
Receiving, logging and resolving Asia helpdesk and desktop support requests.
Follow standard user support ticketing process.
Performing problem management, isolation, and resolution in a corporate environment.
Areas of support include executive level support VIA walk-in, phone, email and chat for core application support, remote access & mobile computing support.
Where appropriate escalating to the global IT teams and drive ticket closure.
Provide a superior level of customer support in line with Bain Capital’s global standard customer experience.
Manage the Asia support ticket queue to ensure open tickets are being progressed and drive to closure.
Provide direct support in the day-to-day operations on user systems; duties include evaluation of system performance, system troubleshooting, remote user and home support, system upgrades, application roll out and desktop imaging.
Ability to quickly diagnose system hardware, software, or operator problems and to recommend corrective action or escalate problems to the appropriate team.
Provide technical consultation and training to Asia business users.
Operate and provide out of hours and on call coverage for the Asia helpdesk region.
Travel to other locations in Asia for support issues and facilities projects as needed.
Analyze and track support metrics and report/review findings as well as recommend changes to improve service offering. Participate and implement new initiatives to improve customer service and process changes including chat functions, onboarding, outages/incidents.
Project Implementations
Take ownership on Asia IT projects and deliver project tasks on time to agreed timetables.
Provide support to the global IT teams on the testing/deployment of new technology implementations and refreshes across Asia.
Deployment of end user systems including Laptop/Desktop, iPad, iPhone and peripheral devices in line with global standards.
Perform local tasks relating to global project implementations and be involved in testing and deployment of new software and hardware, desktop applications and operating systems.
Regular reporting to management on task / project progress and milestones.
Training
Provide IT support guidance and training to Asia IT contractors.
Train users ad hoc on concepts and new technologies as needed.
Work with training consultants as needed on new material demands.
Monitoring
Perform day to day IT operational monitoring/system checks and provide local support for problem diagnosis and resolution.
Asset Management
Maintain Asset management for Asia. Ensure global asset management standards are being followed throughout the region and kept up to date.
AV and Offsites
Perform Audio Visual proactive support duties for video conference meetings.
Facilitate and support IT aspects of regional events including team off sites and investor conferences.
Vendor Management
Liaising with local vendors to ensure best service, value and performance are provided.
Procedures and Documentation
Maintain the Asia IT documentation to ensure computer room IT elevations, local IT support items are kept up to date.
Responsible for the lifecycle of Asia Knowledgebase documents including creating, modifying and removing articles to be published.
CORE SKILLS AND QUALIFICATIONS:
Bachelor degree in Computer Science or a related discipline, or equivalent work experience. Five years IT experience in a similar environment or an equivalent combination of education and work experience.
Very strong analytical ability, strong judgment and problem analysis techniques with close attention to detail.
Ability to solve complex system problems quickly with little technical guidance. Assimilates information quickly to get to the heart on an issue, recognizing how the issue developed, what steps to take to prevent it from reoccurring.
Demonstrate hands-on project management experience undertaking IT projects and buildouts in a global, corporate environment. Ability to deliver project tasks in line with agreed objectives/timetables.
Excellent interpersonal skills to deal with challenging end user requests effectively managing user expectations while resolving technical issues.
Experience working successfully within a globally distributed team.
Excellent communication skills in English language (written, verbal, and presentation) to present throughout the organization at all levels. Ability to understand business problems and propose solutions & ideas to a diverse range of end users and management.
Ability to write professional business communications suitable for end user delivery.
Vendor selection and management experience; negotiation and relationship management, procurement and management of stock and equipment lifecycle.
Must be creative and flexible in order to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and handle multiple detailed tasks.
Ability to balance the local business needs with global IT policies and best practice.
Must possess the ability to work in a high-volume, fast paced, dynamic environment with a positive "can do" attitude remaining calm, professional and approachable under pressure.
Be open to assume additional responsibilities as requested, and perform ad-hoc duties as required.
Must be able to work a flexible schedule, including overtime and after hours work. Must be available for on-call duties.
Ability to produce and maintain clear / usable documentation of hardware, software and problem resolutions.
TECHNOLOGY EXPERIENCE:
Proficient in ITIL based incident management system and exposure to PMP/Prince 2 Project management methodologies.
Service Now; incident logging, gathering metrics and reporting.
Windows 10 desktop operating systems.
Mobile computing platforms; laptops, tablets, smartphones.
Microsoft Office 2016 and strong capability in Outlook 2016 within a Microsoft exchange environment.
Comprehensive knowledge of PC, laptop and printer hardware configuration in an enterprise network environment.
Bloomberg market data terminals.
Apple Operating systems including MacOS and iOS.
Experience supporting remote and home users.
Imaging and application deployment.
Working knowledge of TCP/IP protocols configuration and troubleshooting including Cisco LAN and generic WAN technologies.
Experience in supporting and maintaining Windows server in and enterprise environment.
Understanding of enterprise messaging concepts in Exchange.
Understanding of SAN and replication technologies, virtualization and high availability concepts.
Knowledge of Cisco telecoms platform.
Audio visual systems including Zoom, Crestron Control and Polycom audio conferencing with experience setting up and troubleshooting audio/video calls and presentations.