[Hiring] IT Support Engineer @Contour Software

Role Description

As an IT Support Specialist on the CSM Team, you will be a frontline champion of the customer experience — supporting Andromeda employees across North America from Pakistan. You will provide responsive Tier 1 IT and security support, monitor system alerts and signals, and own the end-to-end ticket lifecycle from creation through resolution.

This is a full-time remote position based in Pakistan. As part of the team, you will work in shifts, and your schedule will rotate each quarter to support a variety of customers. You will collaborate in real time with colleagues and customers in North America. Excellent English communication skills—both written and spoken—are essential to succeed in this role.

Key Responsibilities

• Tier 1 IT & Security Support:
  • Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.
  • Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.
  • Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.
  • Uphold and reinforce security best practices in every customer interaction.
• Monitoring & Alert Response:
  • Monitor IT alerts, signals, and dashboards to identify and address potential issues before they impact end users.
  • Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions.
  • Maintain awareness of the health of the Andromeda 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 each request.
  • Identify patterns in ticket volume or recurring issues and surface insights for process improvement.
• Customer Engagement & Outreach:
  • Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.
  • Deliver clear, approachable IT training and guidance to end users, empowering them to get the most from Andromeda's technology environment.
  • Build strong relationships with business users, acting as a trusted IT partner and advocate.
  • Gather and relay customer feedback to help continuously improve CSM Team processes and service delivery.

Qualifications

• 1–3 years of experience in an IT support, helpdesk, or service desk role.
• Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, 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.

Requirements

• English Proficiency (Written): Exceptional written English is mandatory.
• English Proficiency (Spoken): Strong spoken English is required.
• EST Hours: Must be available to work during core Eastern Standard Time (EST) business hours.
• On-Call Availability: Ability to participate in a rotating on-call schedule.
• Schedule Flexibility: Willingness and ability to adapt your work schedule.
• Management Reporting: Pakistan-based staff report to Asif Khan for management.

Benefits

• 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
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment