ICT Support Technician , Aga Khan University.

Currently, the University is implementing an Electronic Health Records System and requires the services of an ICT Support Technician, based in Nairobi, Kenya.

Purpose
Ensure that the End-user calls are timely attended to, efficiently resolved, escalated, and closed.
Multitask and provide helpdesk services, ensure end-user calls are received, logged, assigned follow up on the same and where necessary provide timely and reliable phone, remote assistance support on a wide range of user problems. Escalate calls promptly and ensure generation of Helpdesk operations, Service Reports on a monthly basis or periodically whenever required by management for Decision Support.

Key Responsibilities
Planning in liaison with Support Section Coordinator to ensure proper support of Outreach Centers by making routine checks and connecting.
Ongoing routine maintenance checks on Hardware Status, User System utilization, and stabilization, one on one guidance on queries arising from the users about the HIMS module features that the users may require guidance on
Installation of HIMS software on all end-user PCS, making sure that end-user PCS is pointing to the right server for Auto-updating and performing routine manual updates on the local PCS as the case may be
Coordinating with other Support Engineer to come up with proper usual and unusual problems analysis and come up with proper resolutions.
Actively participate in Audio Visual support services to ensure Continuity of the service when the Audio Visual Technician is off-campus.
Ensuring that Hardware for end-users was properly distributed or upgraded as the case may be; to users in readiness for the implementation of HIMS and give a complete inventory Documentation to the Helpdesk Officers for filing and Updating.
Ensuring that the Support Teams’ premises are neat and all equipment well labeled and status of why the equipment is held in the office updated on the Helpdesk and communicated to the support team Leader. Parameters: equipment well labeled, number of equipment in the premises, number of updates to the team leader on this equipment.

Requirements
Diploma in Information Technology or its equivalent
KCSE with a minimum grade of C
Added Advantages: MCSE or any related certifications, N+, A+, Customer Care (good communication skills)
Experience in ICT Support of 6 months to 1 year
Basic Networking, hardware, and software Troubleshooting Skills
Excellent communication skills both written and Oral
Good interpersonal Relations
Ability to manage time and prioritize tasks
Ability Conveying facts clearly
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To Apply
Interested candidates should submit a cover letter, detailed Curriculum Vitae, names, email addresses and telephone contacts of three professional referees, copies of relevant academic certificates, and clearly indicate your current and expected pay to the Human Resource Manager- Aga Khan University by email to: hr.recruitment@aku.edu to be received not later than 21, May 2021. Only shortlisted candidates will be contacted.

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