Analyst, Service Delivery (Video Conferencing & Handheld)

aku; Karachi Division; On-site; PKR 60,000 - 90,000; Full time

Job summary

Aga Khan University in Karachi is seeking an IT support specialist to maintain and troubleshoot videoconference equipment and related IT infrastructure. You will support high-profile global events, configure devices, and ensure reliable connectivity for virtual meetings.

The role requires a Bachelor in Electronics or Computer Science with 2–4 years of experience, solid networking knowledge, and strong communication skills; team-oriented and customer-focused applicants are encouraged to apply.

Qualifications

• Bachelor level degree in Electronics, CS, or equivalent.
• 2–4 years of related experience in IT/AV support.
• Ability to troubleshoot videoconference systems at module level.
• Strong networking, hardware, and software troubleshooting skills.

Responsibilities

• Maintain and troubleshoot videoconference equipment (Polycom, Cisco).
• Install and support PCs, printers, and applications.
• Support handheld devices (iOS, Android, Windows) and networks.
• Coordinate with event organizers from planning to delivery.
• Create and manage user accounts and provide timely support.
• Ensure high level of customer service and document processes.
• Assist supervisor with other IT tasks as required.

Skills

Videoconference systems

Networking

Windows

MacOS

Customer service

Education

Bachelor of Electronics, Computer Science or equivalent

Tools

Polycom Group Series

Cisco videoconferencing

PC hardware

Printers

iOS/Android devices

Job description

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.