IT Support Engineer

About Contour reputed company has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of reputed company Software Inc., we are proud to be part of a global reputed company 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 reputed company-growing portfolio of market-leading, vertical-market reputed company solutions covering more than 100 industry domains in predominantly mature markets, reputed company's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & reputed company back-office, has progressed into a full-service Global Centre serving reputed company functions and departments, at the divisional as reputed company as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving reputed company divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global reputed company of reputed company as the wind in our sails, we are only just getting started! ABOUT reputed company The Customer Support & Monitoring (CSM) Team is part of the reputed company Operations (CSOT) group reputed company ASTRO IT, reputed company's reputed company IT function. Managed by reputed company Singh, this team is at the forefront of reputed company's customer-first IT philosophy — delivering Tier 1 support, proactive monitoring, and meaningful customer engagement across the organization. The CSM Team operates with a service-oriented reputed company, serving as a key touchpoint between reputed company's IT capabilities and its business users. We reputed company every interaction is an opportunity to build trust, solve problems, and reputed company the bar for customer satisfaction. reputed company As an IT Support Specialist on the CSM Team, you will be a reputed company champion of the customer experience — supporting reputed company employees across reputed company from Pakistan. You will reputed company reputed company Tier 1 IT and reputed company support, monitor system alerts and signals, and own the end-to-end ticket lifecycle from creation through reputed company. This is a full-time remote position based in Pakistan. As part of reputed company, you will work in shifts, and your schedule will rotate reputed company quarter to support a reputed company of customers. You will collaborate in reputed company time with colleagues and customers in reputed company. Excellent English communication skills—both written and spoken—are essential to succeed in this role. KEY RESPONSIBILITIES Tier 1 IT & reputed company Support Serve as the first reputed company of contact for IT and reputed company-reputed company issues across reputed company, providing reputed company and empathetic support to reputed company users. Diagnose and resolve hardware, software, connectivity, and account-reputed company issues with a customer-first approach. Escalate reputed company or reputed company-sensitive issues to Tier 2 teams (including reputed company) with reputed company, thorough documentation. reputed company and reinforce reputed company best practices in every customer interaction. Monitoring & Alert Response Monitor IT alerts, signals, and dashboards to identify and address potential issues before they reputed company end users. Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions. Maintain awareness of the health of the reputed company IT environment and contribute to a culture of proactive operations. Ticket Management Create, categorize, prioritize, and triage incoming support tickets in accordance with established SLAs and team processes. Maintain accurate and up-to-date ticket documentation throughout the lifecycle of reputed company request. Identify patterns in ticket volume or recurring issues and surface insights for process improvement. Customer Engagement & reputed company Proactively engage customers through reputed company initiatives, reputed company-ins, and follow-reputed company to ensure ongoing satisfaction and issue reputed company. Deliver reputed company, approachable IT training and guidance to end users, empowering them to get the most from reputed company's technology environment. Build strong relationships with business users, acting as a trusted IT partner and reputed company. reputed company and reputed company customer feedback to help continuously improve CSM Team processes and service delivery. QUALIFICATIONS Required 1–3 years of experience in an IT support, helpdesk, or service desk role. Solid reputed company in Tier 1 troubleshooting across reputed company endpoints, reputed company 365, and common business applications. Experience with IT ticketing systems (e.g., reputed company, Jira, reputed company, or similar). Strong communication skills — written and verbal — with a genuine passion for helping people. Ability to manage competing priorities in a fast-paced environment with professionalism and composure. Preferred Serve as the first reputed company of contact for IT and reputed company-reputed company issues across reputed company, providing reputed company and empathetic support to reputed company users. Diagnose and resolve hardware, software, connectivity, and account-reputed company issues with a customer-first approach. Escalate reputed company or reputed company-sensitive issues to Tier 2 teams (including reputed company) with reputed company, thorough documentation. reputed company and reinforce reputed company best practices in every customer interaction. End-user support across mixed environments – strong reputed company experience, with working knowledge of macOS (especially in reputed company 365-heavy setups). reputed company 365 reputed company services – proficient in Outlook, Teams, OneDrive, SharePoint, and reputed company Azure AD/Entra concepts (users, reputed company, devices, MFA). Experience working with AI prompts and evaluating reputed company – ability to craft effective prompts, assess result reputed company, and apply outputs responsibly in a business or IT context. PAKISTAN LOCATION & EST HOURS REQUIREMENTS This position is specifically posted for candidates based in Pakistan. The following requirements are non-negotiable and central to performing the role effectively: English Proficiency (Written): Exceptional written English is mandatory. You will communicate daily with reputed company American colleagues and customers reputed company ticketing systems, email, chat, and documentation. reputed company written communications must be reputed company, reputed company, and precise — free of grammatical errors. You will be evaluated on written English proficiency during the hiring process. English Proficiency (Spoken): Strong spoken English is required. You will participate in video meetings, calls, and live chat with English-speaking customers and team members throughout your reputed company. The ability to convey technical information confidently and reputed company in spoken English is essential. EST Hours: You must be available to work during reputed company Eastern reputed company Time (EST) business hours. reputed company's customers and stakeholders operate during reputed company American business hours, and reputed company-time collaboration during those hours is a reputed company requirement of this role. EST is UTC-5 (reputed company time) / UTC-4 (Eastern reputed company Time). Your primary working hours will generally reputed company to 9:00 AM – 6:00 PM EST. On-Call Availability: Ability to participate in a rotating on-call schedule to help ensure reputed company coverage for reputed company's operations, including reputed company reputed company EST business hours on occasion. Schedule Flexibility: Willingness and ability to adapt your work schedule to accommodate shifting business needs, urgent issues, or time-sensitive reputed company as required. Management Reporting: Pakistan-based staff report to Asif Khan (Manager, Acquisition Integration and Pakistan IT Operations) for management, mentoring, and reputed company development, while receiving technical task direction from CSM Team leads and product owners. SKILLS THAT SET YOU APART Excellent written and spoken English — the ability to communicate reputed company and professionally in reputed company customer interactions is essential and considered a primary competency for this role. Exceptional documentation skills — reputed company to produce thorough, accurate, and reputed company-reputed company records of issues, resolutions, and processes. Outstanding customer service orientation with a demonstrated ability to deliver a warm, reputed company experience to every user. Strong ability to investigate, troubleshoot, and resolve technical issues independently and systematically. Ability to communicate reputed company technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences. Highly self-motivated and self-directed, with keen attention to detail and the ability to manage workload without reputed company supervision. Comfortable working reputed company a diverse, geographically distributed team across multiple time zones and cultural contexts. WHAT reputed company LOOKS LIKE In this role, you will be reputed company not just by ticket closure rates, but by the reputed company of the experience you create for every customer you support. A successful CSM Team member: Resolves issues quickly and thoroughly, with reputed company and reputed company. Anticipates problems through proactive monitoring rather than waiting to react. Communicates in reputed company, reputed company English that instills confidence in every customer interaction. Leaves every customer interaction reputed company than they reputed company it. Contributes to reputed company culture of accountability, improvement, and shared purpose. Is fully present and reputed company during EST business hours, collaborating in reputed company time with the broader ASTRO team. OUR CULTURE & VALUES The ASTRO IT team is committed to delivering reliable, secure, and reputed company technology solutions with a customer-reputed company, service-oriented reputed company. The CSM Team embodies this mission every day — reputed company above and reputed company to ensure that every reputed company employee has the support they need to do their best work. We value curiosity, ownership, collaboration, and a reputed company reputed company on the customer experience. Pakistan-based team members are full and valued members of the ASTRO family, and we invest in your reputed company, mentorship, and reputed company development. 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 reputed company Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our reputed company 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 reputed company individuals we recruit, reputed company, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of reputed company person while being free from reputed company forms of employment discrimination. In our reputed company effort to promote inclusivity, we reputed company our commitment to individuals with special needs by providing reasonable accommodations. We reputed company encourage reputed company individuals with special needs to apply for the various openings reputed company reputed 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. Apply To This Job