Associate, TSG Support

Please submit CVs in English

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world’s best places to work. We are currently the top ranked consulting firm on Glassdoor’s Best Places to Work list and have earned the #1 overall spot a record seven times. Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.

WHAT YOU’LL DO

This position’s primary role is to service the IT support needs of our user base in a demanding results-oriented environment. This role is expected to deal with the majority of calls and emails to the Help Desk using a variety of problem solving techniques, while maintaining a high level of customer satisfaction.

A key component of the support operation at Bain is the use of the HD+ ticketing and inventory system. Associates will receive training on the ticketing system as well as all of the other technologies and administrative processes required to execute the duties of a TSG Associate. This person will learn support skills in a pressurized environment and be able to expand their technical ability across a range of software, hardware, and mobile platforms.

Key Responsibilities:

• Be the TSG key contact person in Bain Shanghai office
• Develop the skills required to be the primary contact for IT related problems and issues for Bain employees
• Learn and develop the troubleshooting and resolution skills required to address hardware and software problems on computer systems and other supported hardware (mobile devices, conference facilities, cloud sync, etc.)
• Perform consistent follow-up with users to ensure complete resolution and user satisfaction
• Learn the inventory system and maintain accurate inventory database, repair log, and activity log
• Develop the skills to proactively identify and complete TSG projects that add value to the department and/or our customers
• Become aware of and enforce TSG guidelines and policies to ensure data integrity, system reliability, and data security while providing essential flexibility to end users
• Learn the Bain image and PC configuration and testing process to build and deploy notebook and desktop computers
• Develop the skills required to support the varied Audio-Visual equipment in your local office and in the other offices across the local region (Control system, Videoconference Units, etc.)
• Use Active Directory and other Bain tools to create and manage user accounts and set permissions
• Develop best practices in the IT environment through experience sharing across the TSG staff in the other offices across the region and globally
• Learn to coordinate off-site repairs with external vendors
• Participate in Global projects on a requested and volunteer basis
• Work with other TSG staff members on local, regional, and global teams to test new applications, as well as system hardware and software upgrades
• Learn the materials to be able to lead end user training programs
• Provide off-hours, weekend and holiday coverage as needed
• Travel as required to support other Bain offices and off-site training sessions

ABOUT YOU

• Excellent customer service skills are paramount to success in this position:
  • Empathy with the IT end-user experience
  • Possess the aptitude or experience to provide proactive service to our customers
  • Possess a results oriented approach to customer service
• Bachelor’s degree in Computer Science, Management Information Systems or related field, or an equivalent combination of education, training and experience is required
• 1-2 years previous corporate experience is preferred
• Demonstrated interest and aptitude in technology and technical issues
• Communicate well with customers and members of the team, display a confident and self-motivated approach
• Strong time management and prioritization skills in a multi-tasking environment
• Ability to work well in a team environment, support other members of the TSG team as they support our customers
• Ability to be calm and think clearly under pressure
• Aptitude for analytical problem resolution, display basic troubleshooting skills and approaches
• Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues