Analyst, Service Delivery (Video Conferencing & Handheld)
Aga Khan University (AKU)
Pakistan, Karachi
17h ago


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.
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