CDS-IDS (a Constellation Software company) is the market leader enterprise solution for Marine & RV Dealers, running well over 1,000 dealer organizations all across North America.
This role is to be filled at our parent company's resource center; Contour Software Karachi Office.
The Networking Support Analyst provides exceptional customer support for our clients and assists clients with a variety of technical issues focusing on hardware and software support of our Dealership Management System.
The Analyst provides friendly, quality, and professional assistance in the use of our applications. Work in a fast paced, fun environment with a hardworking, fun, and friendly team.
The selected candidate shall work out of the Contour Software Karachi office, working as part of the resource-center team, as an extension of the onshore IT team.
Rapidly gain expertise with our networking, hardware, and software products.
Under supervision, receive and record calls (tickets), and provide support to end users on a variety of hardware, networking, and software related issues.
Provide Technical Support via telephone, chat, email, and fax.
Excellent and personable communication with customers.
Assist clients with troubleshooting issues.
Enter and maintain detailed documentation.
Track and monitor problems to insure a timely resolution.
Gather, document, and present detailed documentation on researched issues.
Work with team members.
Consistent attendance a must.
Deep understanding of Microsoft Technology stack. This includes currently supported versions of Microsoft's desktop and server operating systems, Exchange, and Active Directory.
Experience programming and supporting Fortinet and / or Cisco routers
Experience supporting Virtualization technologies from VMWare, Citrix, or Hyper-V
Working knowledge of supporting remote printing in a virtual desktop environment a plus.
MCSE and / or CCNA certification.
Thorough understanding and ability to use Microsoft Office suite.
Excellent communication (written and verbal), customer service, and organization skills.
Analytical ability; troubleshooting process knowledge.
2 to 4 years of IT college education.
1-2 years of relevant experience in a customer service role at a technology company.Accounting or basic computer troubleshooting a plus.
Excellent interpersonal skills (verbal and written)
Positive team attitude and ability to adapt to a fast pace environment
Superior analytical skills and works well under pressure
Nice to have :
Strong work ethic.
Accepts feedback from others.
Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
Communicates clearly and professionally even when under pressure.
Collaborator with team members to ensure commonality and cohesiveness.
Quality looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
Safety and security actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
Work Timings : 8 AM to 5 PM Eastern Standard Time (5 PM to 2 : 00am Pakistan Standard Time)
Exciting Benefits we offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment