IT Support Engineer

Responsibilities

• 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
• Participat

Benefits

Additional Information

BAIN CAPITAL OVERVIEW Established 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 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.

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