IT HelpDesk 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 Division: 
Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long term partnerships with the clubs we serve.

 
The Position: 
To work as part of an internal team servicing support requests on a variety of products across a range of businesses. Support will cover Desktop, Server, Active Directory, Networking, Telephone, and Cloud Services. You will be expected to communicate via email, telephone, and via video call to resolve issues within defined time scales in a high-pressure environment. In addition, you will be expected to liaise with senior team members and work as part of a team on selected project work.

You will be required to provide first- and second-line technical support with a strong focus on user onboarding and offboarding. The role involves managing user access, devices, and applications while ensuring a smooth employee experience across the joiner–mover–leaver (JML) lifecycle. The ideal candidate is hands-on, customer-focused, and comfortable working in a fast-paced support environment.

Job Responsibilities: 
Reporting to I.T. Manager the core responsibilities are: 
 
Provision and de-provision user accounts in Microsoft 365 (Azure AD / Entra ID) 

• Create and manage:
  User mailboxes, shared mailboxes, and distribution lists
  Microsoft Teams access and M365 groups
  OneDrive access and data transfer during offboarding
• Assign and revoke licenses based on role and policy

• Configure MFA, conditional access, and basic security settings (as per policy)

• Coordinate onboarding with HR and relevant business stakeholders

• Ensure timely and compliant offboarding, including access removal and asset recovery

• Provide Level 1 / Level 2 support for IT issues via ticketing system, email, and walk-ins

• Troubleshoot issues related to:

• Windows OS, MacOS, laptops, desktops

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

• VPN, Wi-Fi, printers, and basic networking

• Install, configure, and support standard business applications

• Set up and maintain end-user devices (laptops, peripherals, mobile devices)

• Escalate complex issues to higher-level support teams when required

• Manage user access rights based on least privilege principles

• Maintain accurate records of:
  IT assets
  User access and permissions
• Support device management using Intune / Endpoint Manager (if applicable)

• Ensure compliance with internal IT and security policies

• Maintain up-to-date IT documentation and SOPs

• Create and update onboarding/offboarding checklists

• Identify recurring issues and suggest process or automation improvements

• Assist in IT audits by providing access and system records

Job Qualification:  

• Hands-on experience with Microsoft 365 administration
• Strong knowledge of:
  Azure AD / Entra ID user management
  Outlook, Teams, OneDrive, SharePoint
• Experience with Windows 10/11 support

• Experience with Google Workspace (nice to have)

• Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.)

• Basic understanding of:
  Networking (DNS, DHCP, VPN)
  Active Directory (on-prem or hybrid)
• Experience migrating Google Workspace and SharePoint (nice to have)

Soft Skills

• Strong customer service mindset

• Clear communication and problem-solving skills

• Ability to manage multiple tickets and priorities

• Attention to detail, especially during onboarding/offboarding

• Ability to work independently and as part of a team

Preferred / Nice-to-Have

• Experience with Intune / Endpoint Manager

• PowerShell basics for user and license management

• Exposure to automation of joiner–leaver processes

• ITIL Foundation or similar certification

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.