IT Support Engineer

Contour Software, a subsidiary of Constellation Software Inc., has rapidly expanded from a small team to over 2,000 employees across three cities in less than 14 years. As part of a global software conglomerate operating in over 100 countries, Contour offers professionals the opportunity to build long-term careers within a diverse portfolio of enterprise solutions across more than 100 industry domains. The company has evolved from an R&D and accounting back-office into a full-service global center supporting multiple functions and departments worldwide. The Remote IT Help Desk Support Engineer role involves providing timely technical assistance through various communication channels, working independently while collaborating with the broader IT team, safeguarding company information, maintaining accurate documentation, and resolving issues within defined service levels.

Key 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

- Minimum of 2 years’ experience in IT help desk, service desk, desktop support, or a 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 on-premises or hybrid environments.
- Basic understanding of DNS, DHCP, VPN, Wi-Fi, TCP/IP, and common network troubleshooting.
- Experience using ticketing or IT service management platforms.
- Clear written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently, manage multiple priorities, meet deadlines, and collaborate remotely.

Preferred Qualifications

- Experience with Microsoft Intune or Endpoint Manager administration.
- Basic PowerShell skills 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 certification, Microsoft certifications, or progress toward relevant certifications.

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 regarding availability, ticket progress, handoffs, and escalations.
- Participation in scheduled video meetings, training, and occasional after-hours or on-call support as assigned.
- Legal eligibility to work in the approved hiring location.

Benefits

Contour offers a competitive salary along with comprehensive medical coverage for employees and dependents, including parents. Additional benefits include provident fund contributions, performance-based bonuses, home internet subsidy, conveyance allowance, profit-sharing plans for tenured employees, life benefits, child care facilities, and company-provided meals. Employees also enjoy a professional development budget, recreational areas, sporadic on-shore training opportunities, a friendly work environment, and leave encashment.

Contour is committed to fostering a respectful and inclusive workplace that values diversity and promotes equal opportunity. The company actively supports individuals with special needs by providing reasonable accommodations and encourages qualified candidates from all backgrounds to apply.