IT Support Engineer

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!

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.

• 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, One Drive, 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 .
• 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.

• 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  and access administration.
• Strong working knowledge of Outlook, Teams, One Drive, 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.

• Experience with Microsoft Intune or Endpoint Manager.
• Basic Power Shell 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…