Analyst, Service Delivery (Tier 2)

Aga Khan University; Karachi Division; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

The Aga Khan University Hospital invites an IT Support Engineer to join its Information Technology unit in Karachi. You will provide hardware support for network infrastructure and handle in-house IT equipment, PCs, printers, and related devices.

Key duties include configuring and maintaining hardware and software, assisting staff and clients, setting up user accounts, and documenting procedures. A electronics/computer engineering degree with relevant experience is required, and teamwork and

Qualifications

• Bachelor's degree in Electronics or Computer Engineering.
• 2–5 years of experience in related field.
• Ability to troubleshoot IT systems at module level.
• Knowledge of desktop OS characteristics: Windows, Mac, Linux; troubleshooting skills.
• Proficient knowledge of networking, hardware and software.
• Team player with good communication and interpersonal skills.

Responsibilities

• Install, configure, and maintain PCs, laptops, printers and applications for hardware and software.
• Troubleshoot hardware, software, networks; replace parts as required.
• Provide support with documentation and reports; roll out new applications.
• Setting up new users' accounts and profiles; respond within agreed time limits to call-outs.
• Work continuously on a task until completion; prioritize and manage multiple open cases.
• Establish good relationships with customers and professionals; test new technology; conduct electrical safety checks.
• Maintain high degree of customer service for all support queries; adhere to service management principles.
• Any other task assigned by the supervisor.

Skills

Troubleshooting IT systems

Networking

Hardware & software knowledge

Communication skills

Teamwork

Education

Bachelor of Electronics or Computer Engineering

Tools

PC hardware

Printers & peripherals

Networking hardware

Job description

Introduction to the Aga Khan University:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

Job Role / Responsibilities:

Reporting to the Manager, Information Technology you would provide hardware support to Network Infrastructure, IT equipment being maintained in-house, including PCs, printers, telecom, and other ancillary equipment.

Specifically, you will be responsible to;

• 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
• talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues; troubleshooting system and network problems and diagnosing and solving hardware/software faults; replacing parts as required
• providing support, including procedural documentation and relevant reports; following diagrams and written instructions to repair a fault or set up a system; supporting the roll-out of new applications
• 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 or Computer Engineering
• minimum 2-5 years’ experience in related field
• be able to trouble shoot IT systems at module level
• have knowledge of the operating characteristics of Desktop operating systems, MAC, Linux and troubleshooting skills related to it
• have proficient Knowledge of networking, hardware & software
• be a team player who can work successfully with other departments
• good communication and interpersonal skills.