IT Support Engineer

Job description

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! Position Summary The Remote IT Help Desk Support Engineer will deliver responsive technical support through the approved ticketing system, email, telephone, chat, and video. The successful candidate will work independently while collaborating with the broader IT team, protecting company information, maintaining accurate records, and resolving issues within established service expectations. Primary Responsibilities Receive, prioritize, document, troubleshoot, and resolve Level 1 and Level 2 incidents and service requests. Support Windows 11 devices, peripherals, mobile devices, and standard business applications. Troubleshoot Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications. Diagnose common VPN, Wi-Fi, DNS, DHCP, printing, audio/video, and basic connectivity issues. Provision, modify, and de-provision accounts in Microsoft 365 and Microsoft Entra ID. Manage mailboxes, distribution lists, Microsoft 365 groups, Teams access, licenses, MFA, and approved access settings. Coordinate onboarding, role changes, and offboarding with HR, managers, and business stakeholders. Prepare and support remote end-user devices and assist with Microsoft Intune or Endpoint Manager administration. Maintain IT asset, access, device, ticket, procedure, and audit records. Create and update user guides, knowledge articles, SOPs, and employee lifecycle checklists. Escalate complex or high-impact issues with complete troubleshooting information. Participate in assigned testing, rollout, improvement, and IT project activities. Required Qualifications 2+ years experience in an IT help desk, service desk, desktop support, or similar technical support role. Hands-on experience with Microsoft 365 and Microsoft Entra ID user and access administration. Strong working knowledge of Outlook, Teams, OneDrive, SharePoint, and Windows 10/11 support. Working knowledge of Active Directory in an on-premises or hybrid environment. Basic understanding of DNS, DHCP, VPN, Wi-Fi, TCP/IP, and common network troubleshooting. Experience using a ticketing or IT service management platform. Clear written and verbal communication skills and the ability to explain technical concepts to non-technical users. Ability to work independently, organize multiple priorities, meet deadlines, and collaborate remotely. Preferred Qualifications Experience with Microsoft Intune or Endpoint Manager. Basic PowerShell knowledge for administration, reporting, or automation. Exposure to automated onboarding and offboarding processes. Experience supporting endpoint security, antivirus, firewalls, telephony, or VoIP services. Familiarity with server or virtualization environments. ITIL Foundation, Microsoft certification, or progress toward a relevant certification. Remote Work Requirements Reliable high-speed internet and a private workspace suitable for confidential support conversations. Availability during assigned hours with dependable overlap with supported business hours. Use of company-approved devices, communication tools, security controls, and remote-support methods. Compliance with IT, privacy, security, and acceptable-use policies. Clear communication of availability, ticket progress, handoffs, and escalations. Participation in scheduled video meetings, training, and occasional after-hours or on-call support when assigned. Legal eligibility to work in the approved hiring location. Selection Criteria Customer focus and service ownership Problem solving and technical learning Attention to detail and sound judgment Communication and ability to simplify technical information Prioritization, accountability, and follow-through Independent remote working and team collaboration Commitment to documentation and continuous improvement Exciting Benefits we offer: Market-leading Salary Medical Coverage – Self & Dependents Parents Medical Coverage Provident Fund Employee Performance-based bonuses Home Internet Subsidy Conveyance Allowance Profit Sharing Plan [Tenured Employees Only] Life Benefit Child Care Facility Company Provided Lunch/Dinner Professional Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.