BAIN CAPITAL OVERVIEWEstablished in 1984, Bain Capital is one of the world's 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 OVERVIEWBain 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 OVERVIEWBain 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 OVERVIEWBain 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 RESPONSIBILITIESBain 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 platformsDelivering white-glove technical support to senior executives and business usersTroubleshooting issues related to laptops, mobile devices, operating systems, enterprise applications, and collaboration platformsProviding support via walk-in assistance, remote support, phone, chat, and emailEscalating complex issues to appropriate global technology teams and driving issues through to resolutionManaging and maintaining the regional helpdesk queue to ensure service levels are metProviding support for remote and hybrid workforce technologies including secure remote access and VPN connectivityCollaboration and Audio-Visual SupportProvide proactive support for meeting room and collaboration technologies including Zoom Rooms and video conferencing systemsAssist with setup and troubleshooting of video conferences, hybrid meetings and presentationsProvide 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 devicesEndpoint, Device and Asset ManagementProvision, configure and deploy laptops, desktops and mobile devices using modern device management toolsSupport device lifecycle, managing inventory and asset management including onboarding, hardware refreshes and decommissioningEnsure asset management records remain current and aligned with global standardsManage endpoint configuration and compliance through enterprise device management platforms such as Microsoft Intune or JAMFSupport Windows 11 Enterprise and MacOS environmentsAssist with automated provisioning technologies such as Autopilot and zero-touch deploymentTechnology Projects and DeploymentsParticipate in regional and global IT projects including system upgrades, technology rollouts and office buildoutsSupport deployment of new software, operating systems and enterprise applicationsAssist global teams with testing and rollout of new technology solutionsProvide local support for global initiatives across the Asia-Pacific regionTrack and report progress on project tasks and milestonesMonitoring and OperationsPerform routine monitoring and operational checks of end-user systems and office technologySupport incident management and assist with troubleshooting service disruptionsAssist with problem management and root cause analysisMonitor service metrics and contribute to initiatives that improve IT service deliverySecurity and ComplianceSupport endpoint security tools and policies including antivirus, endpoint detection and response platforms, and device compliance controlsAssist users with security-related issues including multi-factor authentication and access controlsSupport security awareness initiatives and assist with investigation of suspected phishing or security incidentsEnsure systems and devices comply with corporate security and governance standards Vendor and Partner ManagementCoordinate with local vendors and service providers to ensure high quality service deliveryAssist with procurement of hardware, peripherals and office technology equipmentMaintain relationships with local technology service partnersDocumentation and Knowledge ManagementMaintain IT documentation including procedures, configuration standards and support guidesContribute to knowledge base articles and documentation within the service management platformEnsure documentation remains current and aligned with global IT practicesCORE SKILLS & QUALIFICATIONSBachelor's degree in Computer Science, Information Technology, or related discipline, or equivalent work experienceApproximately 4–7 years of experience supporting enterprise IT environmentsStrong experience supporting Windows and macOS endpoint environmentsExperience working in global organizations and distributed technology teamsExcellent analytical and troubleshooting skills with strong attention to detailAbility to diagnose complex technical issues quickly and independentlyStrong interpersonal skills and the ability to communicate effectively with users at all levels of the organizationDemonstrated ability to deliver a high standard of customer service in a fast-paced environmentExperience supporting senior executives and managing high-priority requests professionally and discreetlyAbility to manage multiple priorities while maintaining strong service qualityStrong written communication skills including documentation and end-user communicationsAbility to work independently and collaboratively as part of a global teamWillingness to work flexible hours when required to support regional operations and technology changes#J-18808-Ljbffr