Analyst, Service Delivery

Analyst, Service Delivery (Networks)

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

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 responsible for working with the end-user, infrastructure support and maintenance of communication system networks. Perform routine system administration and maintenance on local or remote locations with no impact to the business. Accountable for performing problem identification, isolation and resolution, document methodologies, thorough knowledge of voice/data network management, execute hardware and software installations, and performance tuning and recovery. Specifically, you will be responsible to;

• attend and resolve hardware networking calls as assigned by service desk related to LAN terminals in timely routine
• test, install, maintain, and repair passive cabling infrastructure, including termination of CAT5/6 and Fiber Cable, for Data Centers and all switching locations
• design and propose passive networking infrastructure as per international standards
• maintain and monitor passive cabling inventory and repair equipment tools
• knowledge and troubleshooting of switch configurations issue related to unified (wired and wireless) communication. Configuring Multi-Vendor switches and routers for installation
• provide remote support to offsite users for efficient resolution of network communication issues. Visit site for necessary completion of work
• preparing diagrams for inter-department and intra-department coordination
• interface with other teams for project and operational activities
• ensure that work area is managed properly
• use diagnostic tools and remote desktop sharing tools to identify and fix problems
• handle incident management and document diagnosis, investigation, and resolutions
• research, evaluate and provide feedback on problematic trends and patterns in customer support requirements; escalate unresolved issues to respective tier.
• dispatch on site analyst to resolve issues and perform administrative work related to support activities
• diagnose and document the symptoms of hardware, software, telecom, and system problems
• maintain inventory and provide trainings to staff
• maintain high degree of customer service for all support queries and adhere to all service management principles
• any other task assigned by supervisor or Manager IT Operations.

Eligibility Criteria / Requirements:

• Bachelor's degree Telecommunications or related Field
• industry standard certification will be preferred e.g. CCNA, CCNP
• minimum 3-5 years' experience in related field.
• understand requirements, develop solutions, follow procedures, and communicate effectively with clients, vendors, and management.
• successfully prioritize daily activities and lead/complete projects on schedule
• must also have knowledge of the operating characteristics of PC Desktop operating systems and troubleshooting skills.
• must have hands-on experience of Telecom Equipment including Routers, Switches, Telephones, Modems and Cables
• must have hands-on experience of network cabling including Fiber and Copper

• must be conversant with common utilities.

  Comprehensive Reference Checks will be conducted.