Network Services Technician
Contour Software
Karachi, Sindh, PK
2d ago

THE DIVISION

CDS-CAS (a Constellation Software company); Constellation Automotive Software delivers a complete set of tools that mid-sized Buy Here Pay Here car dealers need to manage their entire business in real-time.

Being a medium-sized company, CAS continues to provide the specialization and individual attention a customer would expect from a family-oriented company, while benefitting from the support and best practice influence of an organization with over 20,000 customers worldwide.

THE POSITION

We are looking to hire a Network Services Technician with exceptional analytical, verbal and written communication skills, to fulfill support duties for providing support on the CAS software package.

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.

RESPONSIBILITIES

  • Accurately record time, troubleshooting steps and resolution notes within a ticket tracking database
  • Be able to resolve peripheral (printers, credit card devices) installations within CAS software environments
  • Forms configuration (dot matix, PDF) within CAS software environment
  • Installation of CAS client on new workstations
  • Become proficient at proper OS, security and services requirements to run the CAS software
  • Develop the skills to become the SME for VDI Migration of the CAS app from RDP
  • Answering complex questions on function and usage of products
  • Investigating, managing, tracking and closing client support issues, specifically related to the database and functions of the application(s)
  • Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal / external team
  • Advises the Team Leader - Customer Care, of sensitive Client Situations
  • Attends and participates in Team meetings
  • Makes recommendations to address problems, improve service and provide improved support
  • Develops frequently asked questions (FAQ) documentation
  • REQUIRED SKILLS

  • University degree
  • 2 to 5 years of enterprise software support experience (preferably with international customers)
  • Proficient in MS Windows applications
  • Excellent communication skills with clients at all levels from senior executives to accounting clerks and third-party implementers
  • Excellent Problem-Solving Skills
  • Microsoft MCSE or MCITP certification
  • MS Access, mySQL database experience
  • Terminal Services, RDP, VDI experience
  • Active Directory experience
  • An aptitude for caring for Customers and must have the analytical ability to resolve customer issues
  • Comfortable managing conflicting demands
  • 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
  • Work Timings : 8 AM to 5 PM Eastern Standard Time (5 PM to 2 : 00am Pakistan Standard 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
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