Systems Administrator Operations Support Specialist
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Job Summary
- Provide technical troubleshooting guidance and assistance for audio-visual telecommunications and video conferencing systems across multiple channels.
- Support JVN technologies and related operational requirements.
- Troubleshoot hardware software connectivity network AV and video conferencing issues.
- Support remote witnesses legal counsel and public users with technical orientation application setup and device configuration.
- Provide user demonstrations training and technical guidance for video and audio equipment.
- Maintain system manuals user guides training materials procedures and operational documentation.
- Identify and implement process improvements.
- Manage user access and review/validate system logs for troubleshooting purposes.
- Coordinate with third-party vendors for equipment repairs upgrades maintenance and service performance.
- Liaise with internal technical and business teams to resolve incidents and service issues.
- Assist with system testing technology implementations upgrades and document testing results.
- Maintain accurate project and equipment inventory information in the CMDB.
- Update daily reports dashboards inventory records and operational status information.
- Support project participation and operational initiatives as required.
- Apply ITIL/ITSM practices for incident change configuration and service management.
- Prioritize and manage multiple service requests and operational activities while ensuring timely resolution and communication.
- Support knowledge transfer through project documentation communications SharePoint updates 1:1 meetings and team meetings.
- Minimum 2 years of experience working with audio-visual and video conferencing hardware and software.
- Comprehensive knowledge of video conferencing technologies including ISDN TCP/IP and communication protocols.
- Strong experience with video conferencing platforms such as:
- Zoom
- Microsoft Teams
- Cisco Webex
- Video conferencing codecs and associated hardware.
- Knowledge of AV hardware including:
- Projectors
- Microphones
- Speakers
- Cameras
- AV processors
- AV control systems such as Crestron and Extron
- Understanding of signal flow and AV connectivity including HDMI USB and network-based AV.
- Familiarity with emerging trends in audio-visual and video conferencing technologies.
- Proficiency with major operating systems including:
- Windows
- macOS
- iOS
- Android
- Experience supporting associated peripherals such as microphones speakers webcams AV processors and related equipment.
- Solid understanding of network infrastructure including:
- LAN
- WAN
- Routers
- Switches
- TCP/IP
- Bandwidth requirements for video conferencing.
- Understanding of the basics of VoIP systems and PBX configurations.
- Ability to troubleshoot connectivity and communication issues affecting AV and video conferencing systems.
- Minimum 2 years of experience in incident management.
- Strong knowledge of ITIL/ITSM frameworks standards and processes.
- Experience managing incidents changes service requests and operational issues.
- Experience with CMDB updates and configuration/inventory management.
- Minimum 1 year of experience in reporting dashboard creation and documentation.
- Experience maintaining inventory records and updating operational/project dashboards.
- Experience preparing system documentation user manuals training materials procedures and reports.
- Experience reviewing and validating system logs for troubleshooting.
- Experience performing system testing and documenting test results.
- Minimum 2 years of operations support experience.
- Demonstrated ability to maintain reliable and efficient system operations.
- Experience coordinating multiple technical/service requests and operational activities.
- Strong understanding of software/hardware upgrade processes.
- Diagnose and resolve hardware software network AV and video conferencing issues.
- Troubleshoot system malfunctions and equipment failures efficiently.
- Analyze technical issues and determine appropriate resolutions.
- Maintain reliable and efficient system operations.
- Act as a quality-control liaison between business users and vendors.
- Support training sessions involving video and audio equipment.
- Demonstrate strong analytical thinking and structured troubleshooting abilities.
- Excellent verbal and written communication skills.
- Ability to simplify and clearly communicate technical concepts to non-technical users.
- Ability to create and maintain clear training materials user manuals procedures and documentation.
- Experience delivering user demonstrations and technical orientation.
- Strong collaboration skills when working with vendors technical teams management internal teams and external agencies.
- Demonstrated tact diplomacy professionalism and discretion when working with judiciary legal counsel witnesses public users and other sensitive stakeholders.
- Ability to build effective relationships to ensure seamless service delivery.
- Strong organizational and prioritization skills.
- Ability to efficiently manage multiple service requests incidents and operational tasks.
- Ability to coordinate updates and provide timely and accurate communication.
- Ability to apply ITIL frameworks and project management methodologies.
- Demonstrated ability to drive operational excellence through structured processes.
- Codes and scripts where applicable.
- Project and operational documentation.
- Project communications.
- Knowledge transfer to project coordinators and team members.
- 1:1 meetings and team meetings.
- Documentation and knowledge sharing through SharePoint.
- Maintaining current operational procedures manuals and technical documentation.
Evaluation Area | Weight |
|---|---|
Technical Skills | 30% |
Analytical & Problem-Solving Skills | 25% |
Communication Collaboration & Interpersonal Skills | 25% |
Organizational & Prioritization Skills | 20% |
Total | 100% |
- 2 years of audio-visual and video conferencing hardware/software experience.
- 2 years of incident management experience.
- Strong knowledge of ITIL/ITSM frameworks standards and processes.
- 2 years of operations support experience.
- 1 year of reporting dashboard creation and documentation experience.
- Experience with Zoom Microsoft Teams Cisco Webex and video conferencing codecs/hardware.
- Knowledge of AV equipment including Crestron/Extron projectors microphones speakers cameras and AV processors.
- Knowledge of ISDN TCP/IP LAN/WAN routers switches VoIP and PBX fundamentals.
- Experience supporting Windows macOS iOS and Android environments and peripherals.
- Experience with system logs system testing upgrades CMDB inventory and dashboards.
- Excellent verbal and written communication skills.
- Ability to work onsite 5 days per week at 21 College Street Toronto.
- Ability to work with sensitive stakeholders including judiciary legal counsel witnesses and public users.
- Ability to support knowledge transfer and maintain documentation throughout the project lifecycle.
Required Skills:
Mandatory Technical Skills & Experience Candidates must demonstrate the following: Audio-Visual & Video Conferencing Minimum 2 years of experience working with audio-visual and video conferencing hardware and software. Comprehensive knowledge of video conferencing technologies including ISDN TCP/IP and communication protocols. Strong experience with video conferencing platforms such as: Zoom Microsoft Teams Cisco Webex Video conferencing codecs and associated hardware. Knowledge of AV hardware including: Projectors Microphones Speakers Cameras AV processors AV control systems such as Crestron and Extron Understanding of signal flow and AV connectivity including HDMI USB and network-based AV. Familiarity with emerging trends in audio-visual and video conferencing technologies. Operating Systems & Devices Proficiency with major operating systems including: Windows macOS iOS Android Experience supporting associated peripherals such as microphones speakers webcams AV processors and related equipment. Networking & Telecommunications Solid understanding of network infrastructure including: LAN WAN Routers Switches TCP/IP Bandwidth requirements for video conferencing. Understanding of the basics of VoIP systems and PBX configurations. Ability to troubleshoot connectivity and communication issues affecting AV and video conferencing systems. ITIL / Incident Management Minimum 2 years of experience in incident management. Strong knowledge of ITIL/ITSM frameworks standards and processes. Experience managing incidents changes service requests and operational issues. Experience with CMDB updates and configuration/inventory management. Reporting Dashboards & Documentation Minimum 1 year of experience in reporting dashboard creation and documentation. Experience maintaining inventory records and updating operational/project dashboards. Experience preparing system documentation user manuals training materials procedures and reports. Experience reviewing and validating system logs for troubleshooting. Experience performing system testing and documenting test results. Operations Support Minimum 2 years of operations support experience. Demonstrated ability to maintain reliable and efficient system operations. Experience coordinating multiple technical/service requests and operational activities. Strong understanding of software/hardware upgrade processes. Analytical & Problem-Solving Skills The successful candidate will be able to: Diagnose and resolve hardware software network AV and video conferencing issues. Troubleshoot system malfunctions and equipment failures efficiently. Analyze technical issues and determine appropriate resolutions. Maintain reliable and efficient system operations. Act as a quality-control liaison between business users and vendors. Support training sessions involving video and audio equipment. Demonstrate strong analytical thinking and structured troubleshooting abilities. Communication & Interpersonal Skills Excellent verbal and written communication skills. Ability to simplify and clearly communicate technical concepts to non-technical users. Ability to create and maintain clear training materials user manuals procedures and documentation. Experience delivering user demonstrations and technical orientation. Strong collaboration skills when working with vendors technical teams management internal teams and external agencies. Demonstrated tact diplomacy professionalism and discretion when working with judiciary legal counsel witnesses public users and other sensitive stakeholders. Ability to build effective relationships to ensure seamless service delivery. Organizational & Prioritization Skills Strong organizational and prioritization skills. Ability to efficiently manage multiple service requests incidents and operational tasks. Ability to coordinate updates and provide timely and accurate communication. Ability to apply ITIL frameworks and project management methodologies. Demonstrated ability to drive operational excellence through structured processes. Knowledge Transfer The successful candidate will participate in ongoing knowledge transfer throughout the project and operational lifecycle including: Codes and scripts where applicable. Project and operational documentation. Project communications. Knowledge transfer to project coordinators and team members. 1:1 meetings and team meetings. Documentation and knowledge sharing through SharePoint. Maintaining current operational procedures manuals and technical documentation. Evaluation Criteria Candidates will be evaluated based on the following weighted criteria: Evaluation Area Weight Technical Skills 30% Analytical & Problem-Solving Skills 25% Communication Collaboration & Interpersonal Skills 25% Organizational & Prioritization Skills 20% Total 100% Mandatory Requirements Quick Check To be considered candidates must have: 2 years of audio-visual and video conferencing hardware/software experience. 2 years of incident management experience. Strong knowledge of ITIL/ITSM frameworks standards and processes. 2 years of operations support experience. 1 year of reporting dashboard creation and documentation experience. Experience with Zoom Microsoft Teams Cisco Webex and video conferencing codecs/hardware. Knowledge of AV equipment including Crestron/Extron projectors microphones speakers cameras and AV processors. Knowledge of ISDN TCP/IP LAN/WAN routers switches VoIP and PBX fundamentals. Experience supporting Windows macOS iOS and Android environments and peripherals. Experience with system logs system testing upgrades CMDB inventory and dashboards. Excellent verbal and written communication skills. Ability to work onsite 5 days per week at 21 College Street Toronto. Ability to work with sensitive stakeholders including judiciary legal counsel witnesses and public users. Ability to support knowledge transfer and maintain documentation throughout the project lifecycle.
Required Education:
Bachelors degree or equivalent education in Computer Science Information Technology Computer Engineering Electrical Engineering Telecommunications or a related technical field.
