IT Support Engineer

Contour Software, a subsidiary of Constellation Software Inc., has grown rapidly from a small team to over 2,000 employees across Karachi, Lahore, and Islamabad within 14 years. As part of a global enterprise software conglomerate operating in more than 100 countries, Contour provides professionals with opportunities to build long-term careers across a diverse range of market-leading enterprise solutions. The company has evolved from an R&D and accounting back-office into a full-service global center, supporting divisions worldwide across multiple time zones, from Sydney to Vancouver.

Key Responsibilities
- Manage and resolve 2nd line support tickets, escalating complex issues when necessary.
- Configure client computer systems and troubleshoot hardware and software problems.
- Support endpoint environments, including Windows 10 and 11, as well as MS Office versions from 2013 to 365.
- Develop and maintain end-user guides and technical documentation.
- Document processes related to problem management, change control, and software releases.
- Provide troubleshooting support for enterprise solutions such as firewalls, antivirus software, Office 365, and VOIP phone systems.
- Conduct routine maintenance tasks including patch management, asset tracking, and internal audits.
- Communicate effectively through email, telephone, and video calls to resolve issues within set timeframes.
- Collaborate with senior team members and contribute to selected project work.

Required Qualifications
- Prior experience in an IT support or helpdesk role.
- Solid understanding of networking concepts and Microsoft Windows Active Directory environments.
- Holding or working towards Microsoft Certified Professional (MCP) certification.
- Ability to work independently with strong initiative.
- Excellent communication skills, capable of explaining technical issues clearly to end-users.
- Strong problem-solving abilities with a solution-oriented approach.
- High attention to detail and effective task prioritization.
- Self-motivated with eagerness to learn and share knowledge.
- Ability to simplify complex technical concepts for non-technical users.
- Commitment to delivering high-quality, professional work.
- Team player with a positive attitude and adaptability.

Preferred Qualifications and Benefits
Contour offers a competitive salary package along with comprehensive medical coverage for employees and their dependents, including parents. Additional benefits include provident fund contributions, performance-based bonuses, home internet subsidies, conveyance allowances, and a profit-sharing plan for long-serving employees. The company also provides life insurance benefits, child care facilities, company-provided meals, and a professional development budget. Employees have access to recreational areas, occasional on-site training opportunities, a supportive work environment, and leave encashment options.

Contour is dedicated to fostering an inclusive workplace that values diverse perspectives and experiences. The company maintains a discrimination-free environment and offers reasonable accommodations for individuals with special needs. Qualified candidates requiring assistance during the application process are encouraged to connect with the HR team. Contour welcomes and values the unique talents and abilities of all applicants.