{"id":93408,"url":"https://alion.io/job/contour-software-technical-support-analyst","title":"Technical Support Analyst","company":{"id":62249,"name":"Contour Software","domain":"contour-software.com","url":"https://alion.io/company/contour-software","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":9,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Lahore, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-05-18T00:00:00Z","employer_posted_date":"2026-05-18","last_verified_at":"2026-11-06T06:36:36Z","board_verified":true,"closed_at":null,"days_open":172,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":172},"description":"About Contour\nContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.\nAs 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.\nWhat 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!\nDivision:\nBased 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.\nAs 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.\nDivision Link: https://auto-it.com/\nJob Responsibility:\nThe 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.\nKey Duties and Responsibilities:\nProvide 1st and 2nd level support to the business and its customers\n\nCreate new user and email accounts, password changes, MFA resets\n\nMonitor backup alerts and resolve any issues that arise with a view to incident reduction\n\nMonitor and resolve any endpoint protection (antivirus) issues\n\nMonitorfirewallwarnings/alerts and resolve\n\nInstall,deployand configure Auto-IT web applications and Web services endpoints using IIS\n\nLiaise with our customers or their third-party IT with the requiredfirewallconfigurations\n\nImplement solutions, in conjunction with 3rd Level support & Management, that meet the business / customer needs\n\nProvide level 2 support troubleshooting for issues related to web applications\n\nUndertake proactive system maintenance, troubleshooting, and reporting\n\nProvide assistanceand guidance to end users, 3rd party vendors, and customers\n\nWhen required helpmonitorand maintain patching systems and server backups\n\nAdministration of virtualserver’senvironments, Storage Area Networks, server infrastructure, networks (LAN/WAN), Active Directory, Security etc.\n\nProcess Improvement\nDevelop andmaintaindetailed technical documentation for all web app deployment and configurations that Auto-IT develop and support\n\nInitiate and document detailed Technical Change Requests and Service Requests\n\nMaintain a working knowledge of Auto IT web applications, infrastructure architecturerequiredfor them and work proactively toidentifyimprovements that support business requirements\n\nIncident Request Life Cycle, Continuously and activelymonitorthe Service Desk support queue, servicecallsand system alerts\n\nEnsure that all requests forassistanceare logged within two business hours of being received\n\nIncident Request Life Cycle\nEscalate critical incidents whereappropriate toLevel 3 or Technical Services Manager ina timelyfashion\n\nRaise, record, track and manage technical Incident Requests and Service Requests, from identification to closure.\n\nAdhere to Auto IT Change Management practice\n\nMaintain and contribute to the knowledge base for all changes, requests,problem,resolutionsand technical documents etc.\n\nRelationships\nReporting to the Technical Services manager\n\nLiaise with support teams to ensure procedures are followed and expectations are being met\n\nLiaise with third party vendors to ensure incidents are resolved within agreed SLAs\n\nEstablish andmaintainpositive customer relationships where both parties are motivated to fulfil their respective obligations and successfully meet expectationsin order toachieve a win-win outcome\n\nBuild andmaintainrelationships with both Internal and External Auto IT customers\n\nOther Duties and Activities\nAdhere to all Auto IT Policies and Procedures.\n\nProvide up to datetimelyreporting whenrequired\n\nUndertake other duties as required that are within skills and abilities of the post holder.\n\nMaintain 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\n\nTechnical Competencies\nExcellent written and verbal communication skills (essential)\n\nWillingness to take ownership of problems and investigate issues,identifyingroot causes, and see them through to resolution (essential)\n\nAn understanding of Microsoft Active Directory, Group Policies, AD Sites & Services\n\nAn understanding of Microsoft Distributed File System\n\nExcellent knowledge of security best practises, e.g. Virus solutions, Firewall solutions (essential)\n\nExcellent knowledge of Backup solutions, backup devices, and configuration of both (essential)\n\nKnowledge of infrastructure architecture for small to large organisation (essential)\n\nThorough understanding of the requirements of a tiered support structure (essential)\n\nStrong problem analysis skills (essential)\n\nUnderstanding of the ITIL framework for problem,changeand release management\n\nQualifications(Education& Experience):\nExperience in systems support (essential)\n\nProven technical skills in some orall ofthe following:\n\nMicrosoft Active Directory(Good Understanding)\n\nOffice / Exchange 365(Basic Understanding)\n\nBackup infrastructure(Basic Understanding)\n\nVirus control and security implementations(Basic Understanding)\n\nMicrosoft IIS (Basic Understanding)\n\nNet Framework 4.0 / 4.5 or above (Basic Understanding)\n\nBasic understanding offirewallconfigurations\n\nExcellent written and verbal communication skills\n\nExcellent organisational and time management skills\n\nExcellent relationship building and interpersonal skills with the ability to interact with people at all levels\n\nAn openness to new learning opportunities and the ability to adhere to process and follow defined procedures\n\nWillingness to take ownership of problems and investigate issues and see them through to completion\n\nSound technical knowledge and experience with the ability to troubleshoot\n\nDemonstrated ability to work in demanding situations and prioritise work demands\n\nStrong problem analysis skills\n\nAbility to work effectively as part of a team, a Team player\n\nFlexibility and willingness to travel\n\nCan work with independently with little or minimal supervision\n\nSelf-motivated,enthusiasticand proven fast learner\n\nMicrosoft Certification would be an asset\n\nITIL Foundations (would be an asset /Desirable)\n\nWorkshift:\n8:00AM to9:00PMAustralian EasternTime JD(3AM to4PM Pakistan Time)\n\nExciting Benefits we offer:\nMarket-leading Salary\n\nMedical Coverage - Self & Dependents\n\nParents Medical Coverage\n\nProvident Fund\n\nEmployee Performance-based bonuses\n\nHome Internet Subsidy\n\nConveyance Allowance\n\nProfit Sharing Plan [Tenured Employees Only]\n\nLife Benefit\n\nChild Care Facility\n\nCompany Provided Lunch/Dinner\n\nProfessional Development Budget\n\nRecreational area for in-house games\n\nSporadic On-shore training opportunities\n\nFriendly work environment\n\nLeave Encashment\n\nDisclaimer: 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.\nIn 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. 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