Associate, Virtual Care Department

Location: Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health system offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre, and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting 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.

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.

Requirements:

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.