Analyst, Service Delivery (Video Conferencing & Handheld)

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:
Chartered in 1983, Aga Khan University (AKU) is a private, autonomous and self-governing international university with 13 teaching sites in 6 countries distributed across three continents. As an integral part of the Aga Khan Development Network, AKU provides higher education in several disciplines, carries out research pertinent to the countries in which it exists and has campuses, programmes and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda and the UK. As an international institution, AKU operates on the core principles of quality, relevance, impact and access; and AKU is a model of academic excellence and an agent of social change.

Job Role / Responsibilities:
Reporting to the Manager, Information Technology you would be maintaining and troubleshooting videoconference equipment (Polycom Group Series, X 30, 50, Cisco SX20/80 etc.) and handheld support. Coordination & support to high-profile global events right from planning till delivery & have enough knowledge about Network Infrastructure, IT equipment being maintained in-house, including PCs, printers, telecom, and other relevant accessories. Specifically, you will be responsible for;

• managing and troubleshooting videoconference equipment (Polycom HDX, Group Series, etc.) and able to handle queries related to Audio-Visual systems
• installing, configuring, and maintaining pcs, laptops, printers, and applications for both hardware and software. maintaining and troubleshooting handheld (iOS, android, windows, etc.) and troubleshooting, repair, and networks
• liaising with event organizer, user face to face, through phone or email during the planning process to ensure everything is in order and well document
• setting up new users' accounts and profiles; responding within agreed time limits to call-outs
• working continuously on a task until completion (or referral to third parties, if appropriate); prioritizing and managing many open cases at one time
• establishing a good working relationship with customers and other professionals, e.g., software developers; testing and evaluating new technology; conducting electrical safety checks on computer equipment
• maintaining high degree of customer service for all support queries and adhere to all service management principles
• any other task assigned by the supervisor.

Eligibility Criteria/Requirements:

You should have:

• Bachelor of Electronics, Computer Science or equivalent
• minimum 2-4 years’ experience in related field
• be able to manage and troubleshoot Videoconference systems at module level
• have knowledge of the operating characteristics of PC windows, MacOS and troubleshooting skills related to it
• have proficient knowledge of networking, hardware & software
• be a team player who can work successfully with other departments
• strong communication and interpersonal skills.