RQ11626 - Systems Administrator/Operations Support Specialist - Intermediate

Must Have:

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

Experience and Skill Set Requirements

Provide troubleshooting, guidance, and assistance for audio-visual, telecommunications, and video conferencing systems across multiple channels.

Maintain system manuals, training materials, and process improvements; manage user access and validate system logs.

Support remote witnesses, legal counsel, and public users with technical orientation and application setup on various devices.

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

Assist with system testing, documentation, and implementation of new technologies.

Maintain project inventory data in CMDB and update daily reports and dashboards.

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.

Knowledge of network fundamentals (TCP/IP, bandwidth requirements for video calls).

Experience with reviewing and validating system logs for troubleshooting.

Experience with perform system testing and document results.

Strong understanding of software/hardware upgrade processes.

Analytical thinking to diagnose technical issues quickly.

Ability to guide non-technical users through setup and orientation.

Clear verbal and written communication for training materials and user support.

Professional interaction with legal counsel, witnesses, and public users.

Experience in liaising with third-party vendors for repairs and upgrades.

Coordinating with internal teams for process improvements.

Strong knowledge of ITIL Framework (for managing incidents, changes, and CMDB updates).

Experience in maintaining inventory, updating dashboards, and reporting progress.

At least 2 years of Operation support

Criteria Ratings MUST TOTAL TO 100

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

Knowledge Transfer

Codes

Scripts

Project documents

Project communications

Project Coordinator / Team members

1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project and operation life cycle etc.