Service Desk Support Engineer
Contour Software
Karachi, Sindh, PK
2d ago
  • The Service Desk Support Engineer is responsible for providing outstanding customer service to our end users. Whether it'
  • s Tier 1, Tier 2, or Tier 3 support, we make it our mission to ensure we consistently deliver above and beyond support for applications provided to geographically dispersed operating units.

    You love helping people, are a software whiz, and enjoy diagnosing and fixing problems. Be a part of an amazing team that keeps critical systems running 24 / 7 in support of our organization's directives.

    JOB DUTIES & RESPONSIBILITIES

  • Dealing with incidents and problems in a professional, courteous manner over instant messaging (MS Teams), telephone, and email.
  • Taking ownership of incidents and problems and managing them in a logical and methodical manner.
  • Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
  • Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
  • Ensuring all incidents are progressed & cleared escalating to other internal and external teams as appropriate.
  • Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  • Maintain and develop own knowledge and skills to assist with first-time incident resolution.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues.
  • Manage several scheduled tasks for customers, designed to ensure that the customer's systems remain operational.
  • Desktop Support / Tier 1,2,3 Services Support.
  • Assist in the development and adherence to procedures and policies.
  • Flexibility to work shifts equivalent to North American working hours (Pacific UTC -7 / -8 or Eastern UTC-4 / -5) including rotating weekend coverage.
  • Ability to follow defined SOP standards for incident resolution and ticket requests.
  • PREFERRED QUALIFICATIONS :

  • Requires an individual that is customer-oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as Infor CRM, ServiceNow, or Remedy.
  • Detail-oriented in order to capture customer inquiries appropriately.
  • Excellent oral and written communication skills and command of the English language.
  • Experience in Microsoft Servers 2008 to 2019.
  • Active Directory experience.
  • Proficient with Windows 10 OS.
  • Experience with Office365 / Exchange Online / Azure Administration.
  • Experience with Microsoft Teams.
  • Experience with VMWare, Hyper-V or other Virtual Server / Workstation Technologies.
  • Experience with SaaS solutions such as Salesforce and WebEx.
  • Experience with SharePoint.
  • Experience with MS Office365 applications.
  • Experience with VPN and remote connectivity.
  • Basic networking knowledge.
  • ADDITIONAL QUALIFICATIONS :

  • Ability to investigate, troubleshoot and resolve complicated technical issues
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Highly self-motivated and directed, with keen attention to detail
  • Proven analytical and creative problem-solving skills
  • Ability to communicate ideas in both technical and user-friendly language
  • Ability to work within a diverse geographically distributed team
  • Willing to adjust work schedule to accommodate business needs
  • Ability to adapt to different cultures with varying degrees of physical living standards, accommodations, and environments.
  • Able to sit at a computer workstation for extended periods and fully utilize the PC monitor, keyboard, mouse, and required programs.
  • 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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