Analyst, Service Delivery (Telecom)

Analyst, Service Delivery (Telecom)

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:

The Aga Khan University is a private, international university committed to international standards of excellence in teaching, research and service. Its teaching hospital, the Aga Khan University Hospital has been accredited by the prestigious Joint Commission International for achieving the highest international healthcare standards.

Job Role / Responsibilities:

Reporting to the Manager, Information Technology you would be responsible for working with the end-user, infrastructure support and maintenance of communication system networks. Perform routine system administration and maintenance on local or remote locations with no impact to the business. Accountable for performing problem identification, isolation and resolution, document methodologies, thorough knowledge of voice/data network management, execute hardware and software installations, and performance tuning and recovery. Specifically, you will be responsible to;

• responsible for smooth and uninterrupted operation / maintenance of communications network at AKU all sites
• responsible of the VoIP connectivity of Local and international sites.
• responsible for the smooth integration and operation of IVR, Voice Call Recorder, Call Accounting system and Call Center with daily activities
• maintenance and update the telephone cable network of AKU. MDF, TC, TJB and users points.
• perform all fault control activities related to communication equipment, cable network related to IT.
• implement preventive maintenance and trouble-shooting programs for communication equipment
• analyze existing and new operational units /equipment with regards to technical setup of the system
• day by day rectification of telephone EPABX faults & Tele conference setup for the executive support
• troubleshoot and resolve hardware problems with all communication apparatus, power rectifier computer equipment, such as Ethernet Switches, PCs, telecom, and ancillary equipment
• travel to an affiliated remote site and resolve any reported hardware and wiring network problems
• terminate commission and trouble shoot hardware and telecom systems.
• maintain inventory of communication spares and components
• maintain inventory of tools and equipment and help in the trouble shooting
• utilize the fault call logging computerized system to track assign jobs
• help maintain the inventory of hardware, MDF, TC and users/Departments related information
• install new communication apparatus it’s programing at user locations and on remote locations
• assist in trouble shooting network and telecom infrastructure
• fully understanding with all communication related cables, underground, Ariel, Fiber, Signaling and control cables
• fully experience and hand on experience to Fabricate, cables termination of all communication cable
• maintain an organized and clean workspace
• any other task assigned by supervisor or Manager IT Operations
• design and manage complex technical VoIP projects
• recommend technical solutions based on detailed vendor product analysis
• deliver 2nd level support, participating in afterhours 24x7 support and monitor, document and report on system utilization and capacity
• implement changes that will optimize existing hardware and network resources
• clarify and concisely communicate technical information to non-technical customers at all organizational levels
• coordinate within and outside of IT Telecom team to resolve day to day operational issues
• review fellow Engineer work plans and deliverables, to ensure quality, consistency, and timeliness. Mentor Engineer within and across teams.
• support technical staff in different regions which includes East Africa, London, and Afghanistan, with expert technical guidance and consultancy.

Eligibility Criteria / Requirements:

• Bachelor’s Degree in Telecommunication Engineering
• minimum 5 years relevant experience in the field of telecommunication and IVR Systems
• technical, analytical, interpersonal and organization skills required
• strong hands-on experience on Alcatel Avaya, Panasonic, Cisco and OM Communication and network equipment
• good communication skills and ability to work in teams
• excellent working knowledge of up to date GEPON, RF and IP connectivity
• ability to communicate in an understandable, polite, and friendly manner, both written and verbal
• ability to work well with others, multiple vendors, as well as independently
• strong organizational skills and ability to multi-task in a business environment
• system designing and Implementation with RF, GEPON and IP connectivity.