Analyst, Service Delivery (Video Conferencing & Handheld)

Analyst, Service Delivery (Video Conferencing & Handheld)

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:
Chartered in 1983, it 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, Aga Khan University (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.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

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 to;

• 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
• liaise 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
• rapidly 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
• maintain 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:

• 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.
  
  Comprehensive employment reference checks will be conducted