Associate, Virtual Care Department @ The Aga Khan University Hospital

Role and Responsibilities:

You will be responsible for:

• Provide first- and second-level technical support to VCC staff, resolving issues related to hardware, software, network connectivity, and virtual care platforms. Also provide technical support to users online.
• Proactively monitor applications and systems, identify recurring issues, troubleshoot issues, and implement appropriate solutions.
• Log, prioritize, track, and resolve incidents and service requests in accordance with ITIL-based service management processes.
• Maintain desktops, laptops, peripherals, and software applications to ensure optimal performance, security compliance, and operational readiness.
• Participate in a shift-based roster, including nights, weekends, and public holidays, to support uninterrupted 24/7 virtual care operations.
• Maintain accurate records of incidents, resolutions, and system status, and provide comprehensive handovers to incoming shift personnel to ensure continuity of service.
• Monitor and support the availability, performance, and reliability of critical technology infrastructure and assets required for virtual care delivery.
• Collaborate with central technology and support teams to escalate complex technical issues, coordinate system changes, and support infrastructure maintenance activities.
• Liaise with external vendors and service providers to report, track, and facilitate the resolution of software defects, hardware issues, and platform-related concerns.
• Develop and deliver basic IT training sessions for VCC staff, promoting the effective use of virtual care technologies, new system features, and security best practices. 

Skills and Qualification:

You should have:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or a related technical field.
• Minimum of two (2) years of hands-on experience in an IT support, technical support, or helpdesk role.
• Demonstrated experience supporting 24/7 service environments or business-critical operations is required.
• Sound understanding of ITIL principles or other service management frameworks.
• Proficiency in diagnosing and troubleshooting Windows and/or Mac operating systems, business applications, and network issues.
• Strong communication and interpersonal skills, with the ability to explain technical concepts and issues clearly to non-technical users.
• Experience using remote support tools and IT service management or ticketing systems (e.g. ServiceNow, JIRA Service Management).

Comprehensive employment reference checks will be conducted.