IT Systems Administrator – Collaboration Tools

Position Summary

The System Administrator, Collaboration Engineering is responsible for providing Level 2/3 support for Bain’s collaboration platforms, troubleshooting escalated technical issues, and ensuring seamless collaboration across the firm. This role plays a key part in investigating complex issues, working with IT teams and vendors to diagnose and resolve problems, and identifying long-term solutions to recurring challenges to improve platform stability and user experience.

In addition to support responsibilities, this role conducts regular audits to enforce governance policies, manage licensing, and maintain access controls. They will also support with system updates, patches, and performance monitoring to improve platform reliability and efficiency.

Success in this role requires strong problem-solving skills, attention to detail, and the ability to collaborate effectively with IT, security, and business stakeholders to improve operational processes and maintain effective collaboration tools for Bain’s global teams.

Essential Functions

Customer Support – 40% of time
• Monitor the Help Desk ticketing system for escalated Collaboration Engineering requests. Assess, triage, and prioritize incoming tickets, resolving issues when possible or escalating to the appropriate team for further support.
• Maintain and update knowledge base documentation to support local Help Desks and the Collaboration Engineering team ensuring clear, up-to-date troubleshooting guides and best practices for proper issue resolution.
• Collaborate with cross-functional teams and vendors to diagnose, resolve, and prevent recurring issues by identifying root causes and implementing long-term solutions.
• Analyze support trends to proactively recommend process improvements, automation opportunities, or system enhancements that reduce repeat issues and improve overall service efficiency.

Collaboration Systems Administration and Maintenance – 40% of time
• Assist in system upgrades, patches, and configuration changes to improve performance and reliability.
• Utilize scripting and automation tools to streamline administrative tasks, improve troubleshooting efficiency, and enhance platform maintenance processes.
• Conduct regular audits to ensure governance standards are met, working with Product Owners and the Manager to improve access management workflows.
• Identify and decommission inactive or unused workspaces and licenses as part of routine governance reviews.

Analytics and Reporting – 20% of time
• Collect, analyze, and report on tool performance, reliability, and usage metrics, leveraging dashboard data and monitoring tools such as Nexthink.

Qualifications

Education
An equivalent combination of education, training and experience or Associate's or Bachelor’s degree

Experience
3 or more years of experience working with enterprise software or related IT field
Familiarity with collaboration software such as SharePoint, Office 365, Atlassian or similar technologies
Preferred experience with scripting languages or automation platforms

Knowledge, Skills, and Abilities
Strong communication and customer service skills
Excitement about new technologies and collaboration tools used in a corporate setting
Ability to work in a fast-paced, team atmosphere
Strong troubleshooting skills
High performance and standards as demonstrated by academic or previous job experience
Exposure to agile