Technical Support Analyst

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!

Division:

Based in Australia, Auto-IT helps retail dealerships in the automotive, trucking,agricultureand construction equipment industries tooperateand grow their business. It does this through the development and support of innovative and robust dealer management software systems (DMSs), distributorsystemsand other software solutions.

As one of the largest DMS companies in Australasia,we’vedelivered powerful systems to the market for over 40years andwork closely with all major OEMs and allied industry partners.You’llfind our systems throughout Australia and New Zealand, plus the USA, Canada,South EastAsia, Africa, Fiji and Mexico. Our offices are in Melbourne, Sydney, Kuala Lumpur, Bangkok,Bangaloreand Wellington, plus channel partners in South Africa and Mexico.

Division Link: https://auto-it.com/

Job Responsibility:

The scope of this role includes, but is not limited to, providing 1st and 2nd level support for the Auto-IT business and its customers, for providing installation and support of the Auto-IT web product suite, end users, incidents, problem and change management process and procedures.

Key Duties and Responsibilities:

• Provide 1st and 2nd level support to the business and its customers

• Create new user and email accounts, password changes, MFA resets

• Monitor backup alerts and resolve any issues that arise with a view to incident reduction

• Monitor and resolve any endpoint protection (antivirus) issues

• Monitorfirewallwarnings/alerts and resolve

• Install,deployand configure Auto-IT web applications and Web services endpoints using IIS

• Liaise with our customers or their third-party IT with the requiredfirewallconfigurations

• Implement solutions, in conjunction with 3rd Level support & Management, that meet the business / customer needs

• Provide level 2 support troubleshooting for issues related to web applications

• Undertake proactive system maintenance, troubleshooting, and reporting

• Provide assistanceand guidance to end users, 3rd party vendors, and customers

• When required helpmonitorand maintain patching systems and server backups

• Administration of virtualserver’senvironments, Storage Area Networks, server infrastructure, networks (LAN/WAN), Active Directory, Security etc.

Process Improvement

• Develop andmaintaindetailed technical documentation for all web app deployment and configurations that Auto-IT develop and support

• Initiate and document detailed Technical Change Requests and Service Requests

• Maintain a working knowledge of Auto IT web applications, infrastructure architecturerequiredfor them and work proactively toidentifyimprovements that support business requirements

• Incident Request Life Cycle, Continuously and activelymonitorthe Service Desk support queue, servicecallsand system alerts

• Ensure that all requests forassistanceare logged within two business hours of being received

Incident Request Life Cycle

• Escalate critical incidents whereappropriate toLevel 3 or Technical Services Manager ina timelyfashion

• Raise, record, track and manage technical Incident Requests and Service Requests, from identification to closure.

• Adhere to Auto IT Change Management practice

• Maintain and contribute to the knowledge base for all changes, requests,problem,resolutionsand technical documents etc.

Relationships

• Reporting to the Technical Services manager

• Liaise with support teams to ensure procedures are followed and expectations are being met

• Liaise with third party vendors to ensure incidents are resolved within agreed SLAs

• Establish andmaintainpositive customer relationships where both parties are motivated to fulfil their respective obligations and successfully meet expectationsin order toachieve a win-win outcome

• Build andmaintainrelationships with both Internal and External Auto IT customers

Other Duties and Activities

• Adhere to all Auto IT Policies and Procedures.

• Provide up to datetimelyreporting whenrequired

• Undertake other duties as required that are within skills and abilities of the post holder.

• Maintain a polite, sympathetic andat all timesprofessional attitude when dealing with internal and external customers, whether it be in person, by phone or via electronic communication

Technical Competencies

• Excellent written and verbal communication skills (essential)

• Willingness to take ownership of problems and investigate issues,identifyingroot causes, and see them through to resolution (essential)

• An understanding of Microsoft Active Directory, Group Policies, AD Sites & Services

• An understanding of Microsoft Distributed File System

• Excellent knowledge of security best practises, e.g. Virus solutions, Firewall solutions (essential)

• Excellent knowledge of Backup solutions, backup devices, and configuration of both (essential)

• Knowledge of infrastructure architecture for small to large organisation (essential)

• Thorough understanding of the requirements of a tiered support structure (essential)

• Strong problem analysis skills (essential)

• Understanding of the ITIL framework for problem,changeand release management

Qualifications(Education& Experience):

• Experience in systems support (essential)

• Proven technical skills in some orall ofthe following:

• Microsoft Active Directory(Good Understanding)

• Office / Exchange 365(Basic Understanding)

• Backup infrastructure(Basic Understanding)

• Virus control and security implementations(Basic Understanding)

• Microsoft IIS (Basic Understanding)

• Net Framework 4.0 / 4.5 or above (Basic Understanding)

• Basic understanding offirewallconfigurations

• Excellent written and verbal communication skills

• Excellent organisational and time management skills

• Excellent relationship building and interpersonal skills with the ability to interact with people at all levels

• An openness to new learning opportunities and the ability to adhere to process and follow defined procedures

• Willingness to take ownership of problems and investigate issues and see them through to completion

• Sound technical knowledge and experience with the ability to troubleshoot

• Demonstrated ability to work in demanding situations and prioritise work demands

• Strong problem analysis skills

• Ability to work effectively as part of a team, a Team player

• Flexibility and willingness to travel

• Can work with independently with little or minimal supervision

• Self-motivated,enthusiasticand proven fast learner

• Microsoft Certification would be an asset

• ITIL Foundations (would be an asset /Desirable)

Workshift:

• 8:00AM to9:00PMAustralian EasternTime JD(3AM to4PM Pakistan Time)

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

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success 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 all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our 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.