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