# Support Engineer

**Company**: Bain Capital
**Location**: Hong Kong
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Finance

**Apply**: https://baincapital.wd1.myworkdayjobs.com/en-US/External_Private/job/Hong-Kong/IT-Support-Engineer_REQ_105675?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d81d24a1-aca

## Description

Bain Capital is seeking a Support Engineer to report to the Asia IT Director and provide IT end-user support and deliver IT projects throughout the Asia Pacific regional offices.

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.

Key Responsibilities:

- Receive, log, and resolve Asia helpdesk and desktop support requests

- Perform problem management, isolation, and resolution in a corporate environment

- 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

- Analyze and track support metrics and report/review findings

- Take ownership of 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

- Deploy end-user systems, including Laptops/Desktops, iPads, iPhones, and peripheral devices

- Perform local tasks relating to global project implementations and test and deploy new software and hardware

- Provide IT support guidance and training to Asia IT contractors and 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

Core Skills and Qualifications:

- Bachelor's degree in Computer Science or a related discipline, or equivalent work experience

- Five years of IT experience in a similar environment or an equivalent combination of education and work experience

- Strong analytical ability, judgment, and problem analysis techniques

- Excellent interpersonal skills to deal with challenging end-user requests

- Experience working successfully within a globally distributed team

- Excellent communication skills in English

- Ability to write professional business communications

- Vendor selection and management experience

- Must be creative and flexible in order to respond quickly and positively to shifting demands and opportunities

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

- Comprehensive knowledge of PC, laptop, and printer hardware configuration

- 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

## Skills

### Required
- ITIL
- PMP
- Prince 2
- Service Now
- Windows 10
- Microsoft Office 2016
- Outlook 2016
- TCP/IP
- Cisco LAN
- WAN technologies
- Exchange
- SAN
- replication technologies
- virtualization
- high availability concepts
- Cisco telecoms platform
- Zoom
- Crestron Control
- Polycom audio conferencing

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Source: [Apply at baincapital.wd1.myworkdayjobs.com](https://baincapital.wd1.myworkdayjobs.com/en-US/External_Private/job/Hong-Kong/IT-Support-Engineer_REQ_105675?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)