Associate, TSG Support

Location: Shanghai, China; onsite support for the Bain Shanghai office and other local or regional offices as required

Company

Bain & Company is a global consulting firm with a Technology Solutions Group supporting internal users and business operations.

What you will do

• Serve as a key contact for IT support requests from Bain employees, handling Help Desk calls and emails while maintaining customer satisfaction.
• Troubleshoot and resolve hardware, software, mobile-device, conference-facility, cloud-sync, and other supported technology issues.
• Maintain ticketing, inventory, repair, and activity records, and use Active Directory and other tools to manage user accounts and permissions.
• Build, configure, test, and deploy notebook and desktop computers, and support audio-visual equipment including control systems and videoconference units.
• Coordinate off-site repairs, participate in local, regional, and global technology projects, and test applications and hardware or software upgrades.
• Support end-user training, other Bain offices, and off-site training sessions; provide evening, weekend, holiday, or other off-hours coverage when needed.

Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field, or an equivalent combination of education, training, and experience.
• Demonstrated interest and aptitude in technology and technical issues, with basic troubleshooting and analytical problem-resolution skills.
• Empathy with the IT end-user experience and a proactive, results-oriented approach to customer service.
• Strong communication and customer service skills, with a confident and self-motivated approach.
• Strong time-management and prioritization skills in a multitasking environment.
• Ability to work effectively in a team and support other TSG staff members.
• Ability to remain calm and think clearly under pressure.
• Ability to occasionally work extended hours, including evenings and weekends, to meet project deadlines or resolve issues.

Nice to have

• 1–2 years of previous corporate experience.

Culture & Benefits

• Permanent full-time employment in the Technology Solutions Group.
• Training is provided on the ticketing system, technologies, administrative processes, and Bain’s computer configuration procedures.
• Opportunities to expand technical skills across software, hardware, mobile, audio-visual, and cloud platforms.
• Collaboration with TSG staff across local, regional, and global teams.
• Travel may be required to support other Bain offices and off-site training sessions.

Hiring process

• Submit a CV in English.