Posted Jul 03, 2026 64 views
Contour Software, a subsidiary of Constellation Software Inc., is a rapidly expanding global enterprise with over 2,000 employees across Karachi, Lahore, and Islamabad. As part of one of the top 10 software companies worldwide, Contour offers professionals the chance to build long-term careers within a diverse range of market-leading enterprise solutions. The company’s Global Centre supports multiple divisions across various time zones, fostering a dynamic and collaborative work environment. Currently, Vesta IT, a division of Contour, is seeking a First Line Support Engineer who is customer-focused, passionate about technology, and thrives in a fast-paced service desk environment.
Key Responsibilities:
Manage First Line Support queues by accurately logging, categorizing, prioritizing, and assigning tickets. Act as the first point of contact for customers, delivering professional and friendly IT support. Triage incoming support requests by resolving straightforward issues and escalating complex cases to 2nd or 3rd line teams when necessary. Maintain ownership of tickets by providing timely updates and ensuring resolution within agreed service levels (SLAs). Provide basic troubleshooting support across desktop environments, including Windows 11, MS Office 365, user account management via Active Directory, basic networking, connectivity issues, telephony, and cloud services. Coordinate with internal teams to ensure efficient ticket resolution. Maintain detailed and accurate documentation within the service desk system. Create and update knowledge base articles and end-user guides to support customer self-service. Support onboarding and offboarding processes, including user account setup and equipment allocation. Assist with routine administrative tasks such as asset tracking, basic system checks, and regular maintenance activities.
Required Qualifications:
Previous experience in a First Line Support, Helpdesk, or Service Desk role is essential. A basic understanding of Windows operating systems and Microsoft Office 365 applications is required. Familiarity with Active Directory for user management tasks is necessary. Experience using IT ticketing systems, such as Kasaya Autotask, is expected. Strong communication skills and a customer service-oriented approach are critical for success in this role.
Preferred Qualifications and Benefits:
IT certifications like ITIL Foundation or CompTIA A+ are advantageous. The ability to prioritize and manage multiple support tickets efficiently is important. Candidates should demonstrate a proactive, solution-focused mindset with high attention to detail and accuracy in ticket logging. The capacity to remain calm under pressure in a fast-paced environment is essential. Self-motivation and a willingness to learn new technologies and skills are highly valued. Strong teamwork skills combined with excellent verbal and written communication abilities, including the capacity to explain technical concepts in simple terms, are preferred.
Contour Software is committed to diversity and fostering an inclusive work environment that respects the dignity of every individual. The company encourages applications from qualified individuals with special needs and provides reasonable accommodations throughout the recruitment process. Contour’s culture promotes respect, collaboration, and equal opportunity for all employees, ensuring a workplace free from discrimination.
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Contour Software
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