Systems Administrator/Operations Support Specialist - Intermediate

Job Title: Systems Administrator/Operations Support Specialist - Intermediate

Location: Toronto

Work Model: Onsite

Duration: 5 months

Extension: 1 Time

Must Haves

• Minimum 2 years of experience in audio-visual and video conferencing hardware and software.
• Minimum 2 years of experience in incident management with strong knowledge of ITIL/ITSM frameworks, standards, and processes.
• Minimum 1 year of experience in reporting, dashboard creation, and documentation.
• Excellent communication skills (verbal and written).

Description / Responsibilities / Skills

Technical Support for JVN Technologies

• Provide troubleshooting, guidance, and assistance for audio-visual, telecommunications, and video conferencing systems across multiple channels.
• Support remote witnesses, legal counsel, and public users with technical orientation and application setup on various devices.
• Knowledge of AV hardware (projectors, microphones, speakers, cameras, AV processors and control systems - e.g. Crestron, Extron).
• Strong familiarity with video conferencing platforms and compatible hardware (Zoom, MS Teams, Cisco Webex and codecs).
• Understanding of signal flow, connectivity (HDMI, USB, network-based AV).
• Understanding the basics of VoIP systems and PBX configurations.

Internal Operations & Documentation

• Maintain system manuals, training materials, and process improvements; manage user access and validate system logs.
• Experience with perform system testing and document results.
• Strong understanding of software/hardware upgrade processes.
• Coordinating with internal teams for process improvements.

External User Onboarding & Training

• Ability to guide non-technical users through setup and orientation.
• Professional interaction with legal counsel, witnesses, and public users.

Vendor Coordination & Service Monitoring

• Liaise with third-party providers for equipment upgrades, repairs, and service performance to ensure timely resolutions.

Technical Skills

• Proficiency with major operating systems (Windows, macOS, iOS, Android) and associated peripherals.
• Knowledge of network fundamentals (TCP/IP, bandwidth requirements for video calls).

Deliverables

• Codes
• Scripts
• Project documents
• Project communications
• 1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project and operation life cycle etc.

Experience & Skill Set Requirements

Technical Skills 30 points

• Comprehensive knowledge of video conferencing technologies, including ISDN, TCP/IP, and communication protocols.
• Proficiency with major operating systems (Windows, macOS, iOS, Android) and associated peripherals such as microphones, speakers, A/V processors, and webcams.
• Solid understanding of network infrastructure, including LAN, WAN, routers, and switches.
• Familiarity with emerging trends in audio-visual and video conferencing technology.

Analytical and Problem-Solving Skills 25 points

• Diagnose and resolve issues related to hardware, software, and network systems.
• Troubleshoot system malfunctions and equipment failures.
• Maintain reliable and efficient system operations.
• Act as a quality control liaison between business users and vendors.
• Support training sessions for video and audio equipment usage.

Communication, Collaboration and Interpersonal Skills 25 points

• Simplify and clearly convey technical concepts for non-technical audiences.
• Collaborate with vendors and technical teams to troubleshoot and resolve issues.
• Create and maintain training materials, user manuals, and documentation.
• Deliver user demonstrations and provide support for video conferencing solutions.
• Foster effective collaboration with management, team members, and external agencies.
• Demonstrate tact, diplomacy, and discretion when engaging with judiciary and sensitive stakeholders.
• Build strong, collaborative relationships to ensure seamless service delivery.

Organizational and Prioritization Skills 20 points

• Demonstrates strong organizational and prioritization skills
• Efficiently manages multiple service requests and tasks
• Skilled in coordinating updates and ensuring timely, accurate communication
• Applies industry best practices, including ITIL frameworks and project management methodologies
• Drives operational excellence through structured processes