Aga Khan University Hospital – Support Engineer, EHR Meditech

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Job Purpose:

Ensure that the end-user calls are timely attended to, efficiently resolved, escalated and/or closed.  Multitask and provide helpdesk services, and ensure end-user calls are received, logged, assigned, followed-up and where necessary escalated to provide timely and reliable phone, physical and/or remote assistance on a wide range of user problems. Escalate calls promptly and ensure generation of Helpdesk operations Service Reports on a monthly basis or periodically as may be required by management for decision support.

Key responsibilities:

  • Learn all the systems, hardware, and networks that ICT support within the institution to be able to offer required support
  • Offer necessary support to our clients/end-users efficiently as well as giving effective solutions to the same to prevent recurrences of similar problems.   Major focus is on the support of MEDITECH system.
  • Carry out routine/ continuous computer maintenance checks on hardware status, user system utilization and stabilization to ensure all equipment are always functional.
  • Provide one-on-one guidance/support on queries arising from the users about the HIMS module features and any other technical queries.
  • Coordinating with other support engineers to come up with proper problem analysis and find appropriate resolutions.  Come up with a knowledgebase that can help ICT team to resolve user problems effectively and efficiently without having to re-invent the wheel.
  • Installation of HIMS software on all end user PCs, making sure that the end user PCs are pointing to the right server for auto-updating as well as performing routine manual updates on local PCs as may be required.
  • Ensure all user equipment have the right software installed, as per Institutional policies on installation of HIMS software on all end user PCs.
  • Actively participate in Audio Visual support services to ensure continuity of service
  • Ensuring that Hardware for end users is properly configured, software installed and upgraded.
  • Document a complete inventory documentation to the helpdesk officers for filling and updating.
  • Ensuring that the ICT equipment in the hospital premises are neat and cables are properly arranged.
  • Ensure that equipment in ICT custody is well labelled and status of why the equipment is held in the office updated on the helpdesk
  • Any other duty that may be assigned

Qualifications and skills requirements:

  • Bachelors’ Degree in Information Technology/Information Communication & Technology
  • Added Advantages: MCSE/A, CISCO (CCNA), N+, A+
  • Proficiency in working with MS Office – MS Excel, MS Power point and MS word
  • Minimum of 1 year experience in ICT Support & ICT Helpdesk Management
  • Basic Networking, hardware, and software Troubleshooting Skills
  • Good Customer Care relations
  • Excellent communication skills both written and Oral
  • Good interpersonal Relations
  • Ability to manage time and prioritize tasks
  • Excellent organization skills
  • Attention to detail and problem-solving skills