EntryFull TimeEN
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!
Division:
Based in Australia, Auto-IT helps retail dealerships in the automotive, trucking, agriculture and construction equipment industries to operate and grow their business. It does this through the development and support of innovative and robust dealer management software systems (DMSs), distributor systems and other software solutions.
As one of the largest DMS companies in Australasia, we’ve delivered powerful systems to the market for over 40 years and work closely with all major OEMs and allied industry partners. You’ll find our systems throughout Australia and New Zealand, plus the USA, Canada, South East Asia, Africa, Fiji and Mexico. Our offices are in Melbourne, Sydney, Kuala Lumpur, Bangkok, Bangalore and Wellington, plus channel partners in South Africa and Mexico.
Division Link: https://auto-it.com/
Job Responsibility:
The scope of this role includes, but is not limited to, providing 1st and 2nd level support for the Auto-IT business and its customers, for providing installation and support of the Auto-IT web product suite, end users, incidents, problem and change management process and procedures.
Key Duties and Responsibilities:
Provide 1st and 2nd level support to the business and its customers
Create new user and email accounts, password changes, MFA resets
Monitor backup alerts and resolve any issues that arise with a view to incident reduction
Monitor and resolve any endpoint protection (antivirus) issues
Monitor firewall warnings/alerts and resolve
Install, deploy and configure Auto-IT web applications and Web services endpoints using IIS
Liaise with our customers or their third-party IT with the required firewall configurations
Implement solutions, in conjunction with 3rd Level support & Management, that meet the business / customer needs
Provide level 2 support troubleshooting for issues related to web applications
Undertake proactive system maintenance, troubleshooting, and reporting
Provide assistance and guidance to end users, 3rd party vendors, and customers
When required help monitor and maintain patching systems and server backups
Administration of virtual server’s environments, Storage Area Networks, server infrastructure, networks (LAN/WAN), Active Directory, Security etc.
Process Improvement
Develop and maintain detailed technical documentation for all web app deployment and configurations that Auto-IT develop and support
Initiate and document detailed Technical Change Requests and Service Requests
Maintain a working knowledge of Auto IT web applications, infrastructure architecture required for them and work proactively to identify improvements that support business requirements
Incident Request Life Cycle, Continuously and actively monitor the Service Desk support queue, service calls and system alerts
Ensure that all requests for assistance are logged within two business hours of being received
Incident Request Life Cycle
Escalate critical incidents where appropriate to Level 3 or Technical Services Manager in a timely fashion
Raise, record, track and manage technical Incident Requests and Service Requests, from identification to closure.
Adhere to Auto IT Change Management practice
Maintain and contribute to the knowledge base for all changes, requests, problem, resolutions and technical documents etc.
Relationships
Reporting to the Technical Services manager
Liaise with support teams to ensure procedures are followed and expectations are being met
Liaise with third party vendors to ensure incidents are resolved within agreed SLAs
Establish and maintain positive customer relationships where both parties are motivated to fulfil their respective obligations and successfully meet expectations in order to achieve a win-win outcome
Build and maintain relationships with both Internal and External Auto IT customers
Other Duties and Activities
Adhere to all Auto IT Policies and Procedures.
Provide up to date timely reporting when required
Undertake other duties as required that are within skills and abilities of the post holder.
Maintain a polite, sympathetic and at all times professional attitude when dealing with internal and external customers, whether it be in person, by phone or via electronic communication
Technical Competencies
Excellent written and verbal communication skills (essential)
Willingness to take ownership of problems and investigate issues, identifying root causes, and see them through to resolution (essential)
An understanding of Microsoft Active Directory, Group Policies, AD Sites & Services
An understanding of Microsoft Distributed File System
Excellent knowledge of security best practises, e.g. Virus solutions, Firewall solutions (essential)
Excellent knowledge of Backup solutions, backup devices, and configuration of both (essential)
Knowledge of infrastructure architecture for small to large organisation (essential)
Thorough understanding of the requirements of a tiered support structure (essential)
Strong problem analysis skills (essential)
Understanding of the ITIL framework for problem, change and release management
Qualifications (Education & Experience):
Experience in systems support (essential)
Proven technical skills in some or all of the following:
Microsoft Active Directory (Good Understanding)
Office / Exchange 365 (Basic Understanding)
Backup infrastructure (Basic Understanding)
Virus control and security implementations (Basic Understanding)
Microsoft IIS (Basic Understanding)
Net Framework 4.0 / 4.5 or above (Basic Understanding)
Basic understanding of firewall configurations
Excellent written and verbal communication skills
Excellent organisational and time management skills
Excellent relationship building and interpersonal skills with the ability to interact with people at all levels
An openness to new learning opportunities and the ability to adhere to process and follow defined procedures
Willingness to take ownership of problems and investigate issues and see them through to completion
Sound technical knowledge and experience with the ability to troubleshoot
Demonstrated ability to work in demanding situations and prioritise work demands
Strong problem analysis skills
Ability to work effectively as part of a team, a Team player
Flexibility and willingness to travel
Can work with independently with little or minimal supervision
Self-motivated, enthusiastic and proven fast learner
Microsoft Certification would be an asset
ITIL Foundations (would be an asset /Desirable)
Workshift:
8:00 AM to 9:00 PM Australian Eastern Time JD (3 AM to 4 PM Pakistan 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
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.
