IT Support & Systems Administrator – Collaboration Tools

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 #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009. 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.

WHERE YOU’LL FIT WITHIN THE TEAM
 You’ll be part of our Collaboration Engineering team, working closely with IT, security, and business stakeholders to support and enhance Bain’s collaboration platforms.

WHAT YOU’LL DO

As a System Administrator, Collaboration Engineering, you’ll help drive smooth and secure collaboration across Bain’s global teams. You’ll provide second- and third-level support for our collaboration platforms, troubleshoot complex issues, and partner with internal teams and external vendors to improve system stability and the overall user experience.

Your day-to-day will include monitoring tickets, analyzing support trends, conducting regular audits, and maintaining clear documentation for best practices. You’ll also assist in implementing system updates, patches, and performance enhancements, using automation where possible to increase efficiency.

This role is a great fit for someone who enjoys solving problems, improving operational processes, and working cross-functionally to make collaboration tools better for everyone at Bain.

Customer Support (40%)

• Monitor and triage escalated Collaboration Engineering requests via the Help Desk ticketing system
• Resolve issues directly or escalate as needed to the appropriate teams
• Maintain and update knowledge base articles to support global Help Desks and engineering teams
• Collaborate with cross-functional teams and vendors to identify root causes and implement long-term solutions
• Analyze support trends and recommend improvements or automation opportunities to enhance service delivery

Collaboration Systems Administration and Maintenance (40%)

• Assist in system upgrades, patches, and configuration changes
• Use scripting and automation tools to streamline routine tasks and improve efficiency
• Conduct regular audits to ensure access controls and governance standards are met
• Partner with Product Owners and managers to optimize workflows and retire inactive workspaces or licenses

Analytics and Reporting (20%)

• Collect and analyze tool performance and usage metrics
• Create reports and dashboards using tools such as Nexthink to inform system enhancements

ABOUT YOU

Education

• Associate’s or Bachelor’s degree (or equivalent combination of education, training, and experience)

Experience

• 3+ years of experience working in enterprise software or related IT field
• Familiarity with collaboration platforms such as SharePoint, Office 365, or Atlassian
• Experience with scripting languages or automation tools preferred

Knowledge, Skills, and Abilities

• Strong communication and customer service skills
• Solid troubleshooting ability and attention to detail
• Ability to thrive in a fast-paced, team-oriented environment
• Enthusiasm for learning and working with collaboration technologies
• Exposure to Agile methodology a plus