Network Support Specialist

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:
Dealer Information Systems Corporation is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based of Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don't have to deal with many vendors but just one full-service company.

Division Profile: https://www.discorp.com/ We are seeking a dedicated, career-oriented, and motivated Network Support Specialist to join our Lahore office. The ideal candidate should be passionate, highly organized, and possess excellent verbal and written communication skills. This role is perfect for a team player who thrives in a fast-paced environment and is eager to contribute to providing a professional and positive user experience As a Network Support Specialist, you will be responsible for delivering technical support and training to customers, helping resolve various technical issues, and ensuring high levels of customer satisfaction. This role will involve troubleshooting networking and DIS applications to improve productivity and reduce downtime. You will be an essential part of the global team and work as an extension of the DIS team from our Lahore office Key Responsibilities

• Customer Support & Troubleshooting: Provide technical support via phone, email, and chat for troubleshooting issues related to software, networking, and DIS applications.
• Ticket Management: Document, track, and monitor service requests using ticketing systems to ensure timely resolutions.
• Issue Resolution & Communication: Collaborate with internal teams to discuss and find solutions to problems, while applying strong analytical, communication, and problem-solving skills.
• Bug Reporting & Testing: Identify and report software bugs, researching solutions and submitting change requests to the development team for testing and resolution.
• Database & Data Integrity: Analyze system databases to identify inconsistencies or data damage, executing corrections to maintain customer data integrity.
• Priority Management: Champion the prioritization of customer-reported issues within the team, ensuring proper resolution and timely updates for customers and management.
• Continuous Learning: Stay committed to learning new product features and functionality, participating in training webinars or recorded sessions.
• Documentation & Knowledge Base: Contribute to creating and updating Knowledge Base articles based on customer feedback and usage.
• Network Troubleshooting: Troubleshoot and resolve issues related to local area networks (LANs), wide area networks (WANs), and Internet systems.
• Client Application Support: Provide support for DIS client/web/mobile applications and perform troubleshooting on hosted servers.

Required Qualifications & Skills

• Experience: Minimum of 4+ years of technical support experience, preferably supporting or deploying applications/products.
• Educational Background: AA degree in a technical field or equivalent experience. Alternatively, 5+ years of technical support experience in a related field.
• Certifications: Industry-specific certifications such as Sonicwall, Cisco, Microsoft, CompTIA, or equivalent are highly preferred.
• Networking Knowledge: Proficiency in LAN/WAN networking and telecommunications.
• Application Support: Experience or knowledge of client/server and web/mobile applications.
• Linux Experience: Previous experience working with Linux systems is a plus.
• Technical Skills: Strong technical aptitude, with expertise in software and operating system troubleshooting methodologies.
• Communication: Excellent written and verbal communication skills, with a customer-centric focus.
• Problem Solving: Ability to apply strong analytical and critical thinking skills to identify, resolve, and document customer-reported issues.
• Customer Service: A proven track record of providing superior customer service, issue resolution, and follow-up.
• Accent: A neutral to American accent is favorable for clear communication with international clients.

Additional Skills & Attributes

• Strong organizational skills and attention to detail.
• Ability to work independently and within a team.
• Eagerness to learn new technologies and expand skill set.
• Flexible and adaptable in a dynamic work environment.

Work Timings:

• 05:00 AM to 05:00 PM Pacific Standard Time ( Third Shift (Night) Pakistan Time)
• Rotation of afterhours support
• Willing to work on Weekends (If Required)

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.