63 Software Support jobs in Pakistan

INSTACOM was established in 2014 and we are the largest Internet & Data Service Provider in Pakistan. In Punjab, we are serving thousands of customers. We offer services to the corporate and consumer sectors. Job Description: We are looking for a Help-Desk Engineer to join our talented company. If you are passionate about technology and constantly seeking to learn and improve your skill set, then you are the type of person we are looking for.

(NO REMOTE WORK) Job Specification

Requirements: Bachelor's degree in Information Technology, Computer Science, or a related field (preferred). Minimum 1-2 years experience. Excellent customer service, troubleshooting technical problems & ensuring customer satisfaction. Strong technical knowledge and excellent communication skills. Resolving customer issues related to internet connectivity and services.

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Software Support Team Lead

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Software Support Team Lead

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Contour Software Get AI-powered advice on this job and more exclusive features. About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. 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 Position

We are seeking an enthusiastic, career-oriented Customer Support Analyst (Team Lead) who is passionate about providing excellent service. This individual will be a highly motivated team player with exceptional communication skills and a strong ability to troubleshoot and resolve technical issues. You will work to ensure a positive and professional user experience for clients using our Club Software products and other offerings. The role also involves collaborating with different departments to provide efficient and comprehensive support; will also involve with handling a team of Support Analysts. This position will be based at our Contour Karachi / Lahore Office.

Key Responsibilities

Reporting to the Manager of Customer Support, the core responsibilities of the position include:

Team Leadership (Performance Management, Training, Coaching, And Development)

Foster a high-performance culture by providing ongoing coaching and development opportunities for team members. Conduct weekly one-on-one meetings with direct reports to review their progress toward personal and professional goals. Onboard and train new team members, ensuring they are equipped with the necessary skills and knowledge to succeed. Plan and execute cross-training initiatives to enhance the team’s product knowledge and issue resolution capabilities. Monitor and evaluate team performance, providing constructive feedback and managing performance reviews. Listen and respond to ongoing challenges or concerns from team members and provide guidance to resolve them. Promote a culture of continuous learning and growth within the team, creating opportunities for personal and professional development.

Customer Focus

Oversee and manage customer escalations, ensuring the retention of key customer accounts and addressing issues efficiently. Recognize trends and recurring issues, working with internal teams to create targeted training or change requests. Ensure that customer service level agreements

Job Qualifications

Education: Bachelor’s degree or college diploma preferred. Experience: 10+ years of experience in customer service, with at least 2+ years in a leadership role. Industry Experience (Preferred): Experience in hospitality, service, or related industries is a plus. Flexibility: Willingness to work non-traditional hours, including evenings or weekends, as needed. Communication Skills: Exceptional verbal and written communication skills, with the ability to present ideas and feedback clearly. Leadership Skills: Experience managing a team or group of individuals, with a focus on coaching and professional development. Technical Skills: Experience in troubleshooting software issues or managing software-related customer queries is an asset. Additional Knowledge (Preferred): Basic Accounting knowledge is a plus. Experience with Hospitality and Club Industry products would be an asset.

What You’ll Bring

Passion for Service: A genuine passion for customer service and helping others, with strong problem-solving and communication skills. Willingness to Learn: A keen interest in learning about club management systems, member benefits, and event coordination in a fast-paced, service-driven environment. Attention to Detail: Strong organizational skills to track customer requests and ensure they are addressed promptly and accurately. Professionalism & Discretion: Understanding the importance of maintaining confidentiality and providing respectful service to all members and clients.

Workshift (Job Timings)

Shift Hours: Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time) Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time) Weekend Availability: Must be willing to work on weekends when required. After Hours Support: Willingness to provide support outside standard business hours as needed.

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. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Engineering and Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Contour Software by 2x Sign in to set job alerts for “Software Team Lead” roles.

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Bachelor's degree in Law, Journalism, Media Studies, or a related field. A Master's degree or legal qualification is advantageous.

About Us:
Established in 1968, the Pakistan Press Foundation (PPF) is a non-profit organization dedicated to promoting press freedom, advocating for the rights of journalists, and improving journalistic standards across Pakistan. We are deeply committed to creating a safer environment for journalists, supporting investigative journalism, and ensuring the public's right to know through a free and independent press. PPF has played a pivotal role in advocacy efforts, particularly in the enactment of the Sindh Protection of Journalists and Other Media Practitioners Act 2021 and the Protection of Journalists and Media Professionals Act 2021.

Role Summary:
PPF seeks a Help Desk Coordinator to assist journalists and media professionals with understanding and utilizing the Sindh Protection of Journalists and Other Media Practitioners Act 2021 and the Protection of Journalists and Media Professionals Act 2021 for their safety. This role involves developing guidelines, managing inquiries, providing guidance on these laws, and participating in workshops and training sessions focused on journalist safety, offering insights on using these legal protections.

Key Responsibilities:

Manage inquiries related to the Sindh Protection of Journalists and Other Media Practitioners Act 2021 and the Protection of Journalists and Media Professionals Act 2021, providing timely and accurate assistance.

Develop and maintain resources to help journalists understand and navigate these laws.

Participate in workshops and training sessions for journalists and media professionals focused on safety, providing insights on using the laws to ensure their protection.

Collaborate with legal experts to stay informed on legal developments and ensure advice remains current and accurate.

Work with advocacy teams to promote the help desk service within the journalist community.

Maintain records of inquiries and feedback to continually improve the help desk service.
What We Offer:

Supportive and collaborative work environment.

Opportunities for professional development.

Meaningful impact in supporting and protecting journalists in Pakistan.

Job Specification

• Bachelor's degree in Law, Journalism, Media Studies, or a related field. A Master's degree or legal qualification is advantageous.
• Minimum of 3 years' experience in a support or advisory role, preferably within a legal, media, or non-profit environment.
• Excellent communication and interpersonal skills, with the ability to explain complex legal principles clearly.
• Strong organizational and problem-solving skills.

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Provide first line systems support
• Document all customer inquiries
• Diagnose and attempt to resolve issues
• Coordinate and clearly communicate issues to responsible parties
• When necessary, consult with outside departments and vendors for resolutions
• Monitor and follow up with customers daily on open logs to insure accurate and timely resolutions
• Use judgement in escalating unresolved issues to management
• Maintain current working knowledge of systems supported
Assist in server and network support projects, when applicable.
• Demonstrate excellent customer service skills, including professionalism, courtesy and patience in all dealings with customers.

Job Specification

Four (4) years of directly relevant Information Technology Service Desk experience
•Be able to solve and explain technical issues to a disparate range of technical and non-technical clients

Information Technology and Services - Rawalpindi, Pakistan

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Provide first line systems support • Document all customer inquiries • Diagnose and attempt to resolve issues • Coordinate and clearly communicate issues to responsible parties • When necessary, consult with outside departments and vendors for resolutions • Monitor and follow up with customers daily on open logs to insure accurate and timely resolutions • Use judgement in escalating unresolved issues to management • Maintain current working knowledge of systems supported Assist in server and network support projects, when applicable. • Demonstrate excellent customer service skills, including professionalism, courtesy and patience in all dealings with customers.

Job Specification

Four (4) years of directly relevant Information Technology Service Desk experience •Be able to solve and explain technical issues to a disparate range of technical and non-technical clients

Information Technology and Services - Rawalpindi, Pakistan

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JIRA IT Help Desk - ACP120+

ITC Worldiwde's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.

 As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

ITC CORE VALUES

• Be Open: Be accessible, candid, collaborative and transparent in the work we do.
• Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
• Make an Impact: In all endeavors, effect positive and sustained outcomes that make our region thrive.
• Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
• Cultivate Belonging Embrace differences, foster equity, champion inclusion, and empower all.

Responsibilities

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, client management, and company management.
• Develop processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• Perform other duties as assigned.

We'll be a great match if you also have:

• Experience leading teams of technical IT staff
• Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
• Knowledge of IT hardware and software troubleshooting 
• Knowledge of End user hardware software and operating systems
• Knowledge of industry standards surrounding help desk reporting
• Ability to analyze data and communicate metrics related to help desk
• Ability to communicate effectively in written and oral communications
• Ability to manage time and effectively delegate tickets based on priorities

Microsoft Certification (required)

• AZ-800: Administering Windows Server Hybrid Core Infrastructure; and,
• AZ-801: Configuring Windows Server Hybrid Advanced Services.
• AZ-500: Microsoft Azure Security Technologies; and,
• SC-200: Microsoft Security Operations Analyst; or
• SC-400: Microsoft Information Protection Administrator; and, also
• AZ-700: Designing and Implementing Microsoft Azure Networking Solutions

Jira Service Management (required)

• ACP-120 Jira Administration for Cloud Certification

Required: PMP (PMI) | ITIL v4  

Proci+ | CSAM  

Principal Software Support Engineer-II (L3)

• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features
• Promote best practices in software support and encourage continuous improvement and learning within the team
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction
  
  

• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features
• Promote best practices in software support and encourage continuous improvement and learning within the team
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction
  
  

Requirements

• 6+ years of experience in leading technical support teams, managing escalations, driving root cause analysis, and implementing process improvements in high-availability software environments.
• Must have higher secondary school certificate (HSC), along with associate diploma (3 Years) in information technology or Bachelor of Computer Science, computer engineering or equivalent discipline
• Proficient in SQL query writing
• Experience with reading and analyzing logs from various sources, including tools like Serilog and Splunk or similar tools
• Basic understanding of microservices architecture principles, architectural challenges & logging issues
• Basic knowledge of Queue services such as RabbitMQ or similar queue management tools
• Should have familiarity with C# and JavaScript code to recognize fundamental issues
• Strong communication skills, with the ability to communicate technical information to both technical and non-technical stakeholders
• Strong analytical and problem-solving skills, capable of diagnosing and resolving complex technical issues effectively
• Hands on Experience with support tools and technologies, such as ticketing systems, CRM software, and remote support tools
• Solid understanding of software development methodologies and the software development lifecycle (SDLC)
• Strong interpersonal, written, and verbal communication skills, with a demonstrated commitment to fostering inclusivity and respect within teams
• The ability to work comfortably in a fast-paced, deadline-oriented, agile environment, while promoting a culture of equity and support
• Self-motivated, quick learner, and responsive team player with solid leadership, problem-solving, debugging, and analytical skills
  
  

Benefits

• Competitive salary
• Fuel Card
• Health benefits
• Professional development opportunities
• Inclusive work culture & much more

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries IT Services and IT Consulting

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Karachi Division, Sindh, Pakistan 20 hours ago

Karachi Division, Sindh, Pakistan 2 months ago

Technical Writer - Blockchain & Software Products Java Technical Support Engineer - Remote Work

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• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication.
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions.
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement.
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently.
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification.
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions.
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage.
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained.
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions.
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution.
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders.
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features.
• Promote best practices in software support and encourage continuous improvement and learning within the team.
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities.
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function.
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction.

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Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication. Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions. Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement. Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently. Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification. Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions. Analyze transactional system databases after release deployments to identify any data inconsistencies or damage. Plan and execute corrective actions while ensuring full data integrity is restored and maintained. Maintain a centralized repository of reported issues, root cause analyses, and affected transactions. Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution. Prepare and publish monthly software defects and support performance reports for relevant stakeholders. Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features. Promote best practices in software support and encourage continuous improvement and learning within the team. Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities. Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function. Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction.

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