[Hiring] IT Support Engineer @Contour Software

Role Description

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.

Primary 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.

Qualifications

• 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 ID user and access administration.
• Strong working knowledge of Outlook, Teams, OneDrive, 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.

Preferred Qualifications

• Experience with Microsoft Intune or Endpoint Manager.
• Basic PowerShell 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 environments.
• ITIL Foundation, Microsoft certification, or progress toward a relevant certification.

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

Selection Criteria

• Customer focus and service ownership.
• Problem solving and technical learning.
• Attention to detail and sound judgment.
• Communication and ability to simplify technical information.
• Prioritization, accountability, and follow-through.
• Independent remote working and team collaboration.
• Commitment to documentation and continuous improvement.

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.