Service Desk/SOC 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! About Position:
Constellation Software's rapidly growing Perseus Operating Group (CSI) has an outstanding opportunity for a Service Desk/SOC Support Specialist to play a vital role in delivering exceptional customer service to our end users and businesses. This position provides Tier 1 and 2 support, aiming to consistently exceed expectations by supporting applications across our geographically dispersed operating units. Additionally, you will actively monitor Security Operations Center (SOC) alerts and collaborate with escalation resources to mitigate and resolve Tier 1 and 2 security issues. If you are passionate about helping people, excel in software troubleshooting, and enjoy diagnosing and resolving issues, consider joining our outstanding team. You will be part of a dedicated group ensuring that critical systems run smoothly 24/7, supporting our organization's mission.

JOB DUTIES & RESPONSIBILITIES

• Incident Management: Handle incidents and requests professionally and courteously via instant messaging (MS Teams), telephone, and email. Take ownership of incidents and problems, managing them logically and methodically.
• Logging and Categorization: Accurately log, categorize, and prioritize incidents and requests according to team procedures. Maintain accurate records of incidents, requests, and resolutions to enhance future service delivery.
• Diagnostics and Resolution: Perform thorough diagnostics with end users to resolve incidents and problems at the first point of contact. Ensure all incidents are progressed and resolved within a timely manner, following OLA and SLA guidelines.
• Escalation: Recognize complex problems and escalate them to specialized internal or external support teams when necessary. Manage incidents throughout their lifecycle from the first point of contact through resolution, proactively keeping customers informed of progress.
• Security Tool Monitoring: Work with SecOps to monitor IT security tools for alerts, events, and ticket queues.
• Detections: Perform initial investigations and initial escalation point prior, and work with Level 2 on complex issues and sensitive matters.
• Collaboration: Work with management to review your summarized findings, identify recurring issues, and collect KPIs. Work closely with IT support teams, SecOps, and senior analysts to resolve issues and improve processes.
• Knowledge Development: Continuously develop your knowledge and skills to aid in first-time incident resolution. Share knowledge with team colleagues and collaborate to maintain and update service desk SOPs.
• Documentation: Accurately and efficiently document standard operating procedures (SOPs) and workflows. Follow defined SOP standards for incident resolution and ticket requests.
• Scheduled Tasks: Manage scheduled tasks for customers to ensure their systems remain operational.
• Support Services: Provide Desktop Support and Tier 1 and Tier 2 Services Support. Assist in developing and adhering to procedures and policies.
• Flexibility: Be flexible to work shifts aligned with North American working hours (Pacific UTC -7/-8 or Eastern UTC-4/-5), including rotating weekend coverage.

EXPERIENCE REQUIRED

• Must be able to handle the duties outlined in the job description with minimal training.
• Proven record of accomplishment of delivering high-quality customer service in a technical support role.
• Detail-oriented with the ability to accurately capture customer inquiries.
• Excellent oral and written communication skills with a strong command of the English language.
• Experience with Microsoft 365 and Exchange Online administration, specifically in managing user level permissions, troubleshooting user accounts, and email security.
• Exposure to Microsoft Defender for Office 365.
• Experience in Azure Entra ID Administration and Security, conditional access, MFA, and role-based access control (RBAC).
• Experience with traditional Active Directory, management, GPO, permissions and monitoring.
• Strong familiarity with Microsoft 365 applications like Word, SharePoint, Excel etc.
• Skilled in Windows 10/11 OS.

• Excellent collaboration skills. Must be a team player.
• Record of accomplishment in providing process improvements to fix recurring issues, process improvement or automation, and streamlining troubleshooting.
• Advanced critical thinking and troubleshooting skills.

PREFERRED QUALIFICATIONS

• Familiarity with IT Service Management tools like InforCRM, ServiceNow, and Team Support.
• Exposure with Public Cloud (Azure, AWS)
• Familiarity with MacOS, MacOS security and management with endpoint monitoring tools (JAMF, Intune, or other MDM solutions).
• Experience with virtualization technologies such as VMWare, Hyper-V, or other virtual server/workstation solutions.
• Knowledge of SaaS solutions like Salesforce or Webex and cloud backup platforms.
• Experience with VPN and remote connectivity.
• Familiarity with EDR/XDR solutions (CrowdStrike, and Microsoft Defender for Endpoint.)
• Exposure to various security alerts, analyzing IoCs (Indicators of Compromises), analyzing reported Phishing emails, account compromises, and malware.
• Advanced Active Directory knowledge is a plus.
• Networking knowledge is a plus.
• Technical certifications are a plus.

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.