technical support analyst

Contour Software

<div><div>About Contour</div><div></div><div><div>
Contour Software</div> has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.</div><div><br>
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.</div><div><br>
What started as an R&amp;D &amp; 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 &amp; 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!</div><div></div><div>
The Division:<br>
Constellation1 a part of <div>Constellation Real Estate Group</div> is a real estate marketing company that provides industry-leading top real estate websites, mobile technologies, interactive voice response systems, and home builder marketing services.<br>
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Division Link: <div>https://constellation1.com/</div><br>
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The Position:<br>
Constellation1 is looking for an Application Support Analyst (L3), while this is largely a development/technical role the candidate will interact with customers through a ticketing system for technical issues. The successful candidate will work from our Contour Lahore office.<br>
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The right candidate possesses the skills and knowledge to own the following as part of the role:</div><ul><li>
Be a point of contact for top tier, white glove technical support on RED's Website, API, data syndication, mobile applications, and CRM products</li><li>
Provide clear, concise, professional verbal and written communication skills to assist in troubleshooting client issues</li><li>
Website front end development of client websites</li><li>
Query and update large data sets over several different SQL servers and DBs</li><li>
Troubleshoot and resolve user issues using frontend and backend developer skill sets</li><li>
Use SQL scripting to run client exports/report activities</li><li>
Assist enterprise clients with issues, work with Dev and QA team to achieve quick and accurate resolutions</li><li>
Log all incidents and engineering escalations into online ticketing systems &ndash; Team Support.</li><li>
Check server process event logs for errors or warnings that might be affecting frontend or backend functionality</li><li>
Development and maintenance of product documentation for client-facing knowledgebase</li></ul><div>
In the role you will need at least:</div><ul><li>
Bachelor's Degree, preferably in a technical discipline, Computer Science Majors preferred.</li><li>
2+ years using Web-based developer tools</li><li>
2+ years using MS-SQL and relational DB systems</li><li>
Knowledge of MS-SQL, HTML5, CSS3, JavaScript, jQuery, XML languages</li><li>
Strong critical thinking and time management skills</li><li>
Multitasker, follow exacting processes and procedures, and take direction positively</li><li>
3+ years of customer facing communication skills to promote a positive interactive exchange</li><li>
Ability to work in a fast-paced environment and quickly adapt to process changes</li></ul><div>
Preferred:</div><ul><li>
Exposure to US Real Estate market, Ticketing Systems, or CRM would fast-track your progress</li><li>
Experience with Microsoft SQL Server Management Studio</li><li>
Understanding of Agile programming methodology and online Kanban tools such as JIRA</li><li>
Knowledge of JSON, C#, API, and .NET Framework</li><li>
Visual Studio exposure</li><li>
Utilizing VPN to access different networks</li><li>
Webinar leadership. Organize and lead web-based meetings</li></ul><div>
Work Shift:</div><ul><li>
8 AM to 5 PM Central Standard Time zone (6 PM to 3 AM Pakistan Standard Time)</li></ul><div>
Exciting Benefits we offer:</div><ul><li><div>
Market-leading Salary</div></li><li><div>
Medical Coverage &ndash; Self &amp; Dependents</div></li><li><div>
Parents Medical Coverage</div></li><li><div>
Provident Fund</div></li><li><div>
Employee Performance-based bonuses</div></li><li><div>
Home Internet Subsidy</div></li><li><div>
Conveyance Allowance</div></li><li><div>
Profit Sharing Plan [Tenured Employees Only]</div></li><li><div>
Life Benefit</div></li><li><div>
Child Care Facility</div></li><li><div>
Company Provided Lunch/Dinner</div></li><li><div>
Professional Development Budget</div></li><li><div>
Recreational area for in-house games</div></li><li><div>
Sporadic On-shore training opportunities</div></li><li><div>
Friendly work environment</div></li><li><div>
Leave Encashment</div></li></ul><div></div><div><i>
Disclaimer:</i><i> At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;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&rsquo;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.</i></div><div></div><div><i>
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.</i></div></div><div></div>

Application Support Analyst (L3)

MTP (Mayfair Technology Partners)

<p>We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.</p><p><b>Key Responsibilities: </b></p><ul><li>SLA Management:Monitor and manage SLA compliance across all technical support contracts.</li><li>Track performance metrics and generate regular reports on SLA adherence.</li><li>Identify and escalate SLA breaches, and coordinate resolution efforts.</li><li>Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.</li><li>Troubleshoot hardware, software, and network issues.</li><li>Collaborate with internal teams to resolve complex technical problems.</li><li>Client Communication:Serve as the primary point of contact for SLA-related inquiries.</li><li>Communicate service updates, outages, and resolutions clearly and professionally.</li><li>Conduct periodic reviews with clients to ensure satisfaction and contract alignment.</li><li>Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.</li><li>Prepare monthly/quarterly SLA compliance reports for internal and client review.</li><li>Process Improvement:</li><li>Recommend improvements to support processes to enhance SLA compliance.</li><li>Assist in developing and refining SLA templates and support documentation.</li></ul><p><b>Qualifications: </b></p><ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or related field.</li><li>3+ years of experience in technical support or IT service management.</li><li>Strong understanding of SLA frameworks and ITIL principles.</li><li>Excellent communication and customer service skills.</li><li>Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.</li><li>Ability to work independently and manage multiple priorities.</li></ul><p>Job Type: Full-time</p><p>Pay: From Rs120,000.00 per month</p><p>Work Location: In person</p>

Senior Application Support Engineer – Web & Mobile (L3)

ibex

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  The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
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   Responsibilities
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   Ensure that the incidents and resolutions are properly executed and documented.
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   Work on other projects/issues of low to medium complexity as assigned.
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   Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
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   Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
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   He/she debriefs in real time and reports to management on the incident resolution.
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   Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
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   Continuously informs all stakeholders on the status of their problem through Incident Notification.
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   Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
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   Draft and relay technically written reports for both business and technical audiences.
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   Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
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   Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
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   Key Performance Indicators
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   Minimize Downtime/Maximize Uptime
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   Frequency of Preliminary Incident Reports
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   Education &amp; Experience
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   Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
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   Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
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   Required Skills
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   Excellent verbal and written communication skills.
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   Technical writing skills.
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   Ability to facilitate, drive, orchestrate, and lead large diverse groups.
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   Ability to understand and take charge of ongoing incidents and drive them towards resolution.
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   Willingness to learn and grow.
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   Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
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   General technical knowledge in Mobile Access, Core IT/Telco, software and services.
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   Good analytical skills.
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   Strong grasp on basic to intermediate computing/networking concepts.
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   Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
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   Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
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   Strong grasp of ITIL (Information Technology Infrastructure Library).
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   Ability to coordinate with team(s) of different skill set to share and obtain technical information.
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   Ability to interact with senior management, external client organizations and vendors.
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   Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
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   Ability to comprehend Native North American, British or Neutral Language Accents.
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   High energy, self-starter with bias for action and sense of urgency to deliver results.
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   Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
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Global ITSM Analyst - Incident Specialist

HR Force International

<ul><li>Understand and analyze B2B product workflows, user behavior, and feature performance.</li><li>Support Product Managers in documenting requirements, preparing use cases, and validating new features.</li><li>Perform data analysis to identify trends, issues, and opportunities for improvement. Run SQL and MongoDB queries to validate data and ensure product accuracy.</li><li>Use Python (even at a basic level) to automate repetitive tasks, clean data, or test APIs. Prepare product reports, insights, dashboards, and competitor research.</li><li>Perform detailed QC &amp; attention-to-detail checks on product features before and after release. Collaborate with Engineering and QA teams in a fast-paced release cycle. Take ownership of diverse tasks, including documentation, testing, analysis, and research.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs50,000.00 - Rs100,000.00 per month</p><p>Work Location: In person</p>

Technical Product Data Analyst – Associate Level

Al Fatah Travel & Tour

<p>We are seeking an exceptionally skilled <b>Data Analyst</b> to join our Finance team. This role is crucial for transforming large, complex financial data sets into clear, strategic insights for budgeting, forecasting, and performance management. Success in this position requires <b>expert-level mastery of Microsoft Excel</b> and a strong analytical mindset.</p><p><b>Key Responsibilities:</b></p><ul><li>Analyze revenue, expense, and budget variance data to support financial reporting and forecasting.</li><li><b>Design and manage dynamic financial models</b> and detailed variance reports.</li><li><b>Utilize expert-level Excel skills</b> to manipulate and analyze large datasets efficiently.</li><li>Routinely employ functions like <b>VLOOKUP, INDEX/MATCH, and SUMIFS</b>.</li><li>Develop and audit robust <b>Pivot Tables</b> and implement advanced <b>Conditional Formatting</b> for reporting.</li><li>Extract, validate, and ensure the accuracy of financial data from various ERP systems.</li><li>Present analytical findings and actionable recommendations to senior finance leadership.</li></ul><p><b>Required Qualifications:</b></p><ul><li>Bachelor&rsquo;s degree in Finance, Accounting, Economics, or a related field.</li><li>2 years of experience in a Data Analyst or Financial Analyst role.</li></ul><p><b>Technical Expertise (Mandatory):</b></p><ul><li><b>Proven, expert-level proficiency in Microsoft Excel</b> (VLOOKUP, Pivot Tables, Conditional Formatting are required).</li><li>Experience with financial planning and budgeting cycles.</li><li>Familiarity with financial systems (Catalyst).</li></ul><p>Job Type: Full-time</p><p>Pay: Rs40,000.00 - Rs60,000.00 per month</p><p>Ability to commute/relocate:</p><ul><li>Lahore: Reliably commute or planning to relocate before starting work (Required)</li></ul><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Experience:</p><ul><li>Data analyst: 2 years (Required)</li></ul><p>Work Location: In person</p>

Data Analyst

Solutionsloft

<p><b>About the Role:</b></p><p>Solutions Loft is seeking a proficient IT Business Analyst with 2 years of experience to join our dynamic team. In this role, you will analyze and optimize our business processes, ensuring alignment between our IT solutions and business goals.</p><p><b>Key Responsibilities:</b></p><ul><li>Collaborate with stakeholders to understand business requirements, processes, and objectives.</li><li>Gather, document, and analyze business needs and translate them into functional specifications.</li><li>Create process models, workflow diagrams, and user stories.</li><li>Work with cross-functional teams including IT, Product, and Operations to design and implement solutions.</li><li>Assist in user acceptance testing (UAT) and coordinate feedback sessions.</li><li>Analyze and interpret trends from data sources to provide actionable insights.</li><li>Monitor project progress and deliverables to ensure timely completion.</li><li>Prepare business cases and ROI analyses to support decision-making.</li><li>Communicate findings and proposals clearly to both technical and non-technical stakeholders.</li></ul><p>Qualifications:</p><ul><li>Bachelor&rsquo;s degree in Business Administration, Information Systems, Finance, or a related field.</li><li>2+ years of experience as a Business Analyst or in a similar analytical role.</li><li>Proficiency in business analysis tools (e.g., JIRA, Confluence, Visio, Excel).</li><li>Familiarity with data analysis and visualization tools (e.g., Power BI, Tableau, SQL).</li><li>Strong communication, interpersonal, and problem-solving skills.</li><li>Experience with Agile or Scrum methodologies is a plus.</li><li>Certification such as CBAP, PMI-PBA, or equivalent is preferred.</li></ul><p>Job Type: Full-time</p><p>Pay: From Rs100,000.00 per month</p><p>Ability to commute/relocate:</p><ul><li>Lahore Johar Town: Reliably commute or planning to relocate before starting work (Required)</li></ul><p>Application Question(s):</p><ul><li>What is you coregent salary?</li><li>What is your expected salary?</li><li>what will be your notice period ?</li></ul><p>Experience:</p><ul><li>IT Business s Analyst : 2 years (Required)</li></ul><p>Language:</p><ul><li>english (Required)</li></ul><p>Location:</p><ul><li>Lahore Johar Town (Preferred)</li></ul><p>Work Location: In person</p>

IT Business Analyst

Intellectual Works

<p>We are seeking an experienced <b>Business Analyst</b> to join our Product Department. In this role, you will be instrumental in bridging the gap between business needs and technical solutions by gathering requirements, refining user flows, and ensuring clear communication between stakeholders. The ideal candidate will have strong experience working with product and development teams in the FinTech space and will help translate complex business requirements into actionable functional specifications.</p><p><b>Key Responsibilities:</b></p><ul><li>Collaborate closely with Product Managers to gather, analyze, and refine feature requirements.</li><li>Create clear and detailed <b>Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs),</b> and user stories.</li><li>Work with development and QA teams to ensure accurate implementation of requirements.</li><li>Support the design and validation of user journeys, wireframes, and workflows.</li><li>Ensure product features align with business objectives, user expectations, and compliance standards.</li><li>Track product development progress and assist in prioritization discussions.</li><li>Serve as a bridge between technical and non-technical stakeholders to facilitate effective communication.</li></ul><p><b>Qualifications &amp; Skills:</b></p><ul><li>4&ndash;5 years of experience as a Business Analyst, preferably in the <b>FinTech industry</b>.</li><li>Strong understanding of the <b>product development lifecycle</b>.</li><li>Proven expertise in <b>requirement gathering, user stories, and BRDs/FRDs</b>.</li><li>Proficiency with tools such as <b>JIRA, Confluence, or similar platforms</b>.</li><li>Excellent <b>communication and stakeholder management skills</b>.</li><li>Experience collaborating with cross-functional teams: Product, Development, QA, and Design.</li><li>Ability to <b>map and optimize user journeys and feature flows</b>.</li><li>Knowledge of regulatory and compliance requirements in FinTech is a plus.</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

Business Analyst – FinTech Product Team

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