Senior Desktop Support Engineer

Bain Capital - Boston, MA

Full-time

Boston, MA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer at Bain Capital is responsible for providing advanced troubleshooting and resolution support for end users in a primarily Windows-based environment. This role involves diagnosing complex technical issues, implementing solutions, and collaborating with IT teams to ensure optimal system performance. The engineer will serve as an escalation point for support teams, leveraging in-depth expertise to resolve technical problems and enhance user support.

Responsibilities

• Diagnose and resolve escalated technical issues related to hardware, software, and network environments, focusing primarily on Windows-based systems.
• Provide remote and on-site support to end users, ensuring efficient resolution of issues related to desktop systems, applications, and peripherals.
• Serve as the highest-level escalation for complex technical problems not resolved by Tier 1 and Tier 2 support teams.
• Administer and maintain desktop configurations, including updates, patches, and security settings on Windows systems.
• Work closely with network engineers, system administrators, and other IT teams to resolve cross-functional issues.
• Create, maintain, and update knowledge base articles, support documentation, and troubleshooting guides for recurring issues.
• Provide technical guidance and training to Tier 1 and Tier 2 support teams, ensuring they are equipped with the knowledge to handle more advanced support issues.
• Conduct detailed analysis to identify the root cause of recurring technical problems, developing long-term solutions to prevent future issues.
• Participate in or lead small-scale IT projects, such as system upgrades, migrations, and new technology rollouts.

Requirements

• 7+ years of experience in a desktop support or technical support role.
• Strong expertise in Windows operating systems (Windows 10/11).
• Experience with Microsoft Office 365, Active Directory, and Windows Group Policy management.
• Familiarity with ITSM tools (e.g., ServiceNow) for ticket management.
• Experience in scripting languages such as PowerShell is desirable.
• Strong problem-solving skills and ability to think critically.
• Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Ability to work independently and handle multiple tasks simultaneously.
• Customer-focused mindset with a dedication to providing excellent support.
• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, Network+) are preferred.