Systems Administrator/Operations Support Specialist

Maarut Inc; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

Maarut Inc is seeking an experienced AV and IT infrastructure specialist to support audio-visual, video conferencing hardware, and incident management processes. You will troubleshoot across Zoom, MS Teams, Cisco Webex, and related codecs, and guide users through setup on multiple devices.

You will maintain system manuals, dashboards, and CMDB data, liaise with third-party providers for upgrades, and contribute to process improvements.

Qualifications

• 2+ years in audio-visual and video conferencing hardware/software.
• 2+ years in incident management with ITIL/ITSM exposure.
• 1+ year in reporting, dashboards and documentation.
• Excellent verbal and written communication.
• Troubleshoot AV/telecom systems across multiple channels.
• Maintain manuals, training materials and process improvements.
• Support remote witnesses, counsel and public users with setup.
• Liaise with third-party providers for upgrades and service performance.
• Test and document new technologies; update CMDB and reports.
• Strong knowledge of AV hardware and video conferencing platforms.

Responsibilities

• Provide troubleshooting, guidance and assistance for AV and video conferencing.
• Maintain system manuals, training materials and logs; manage user access.
• Support remote witnesses, legal counsel and public users with setup.
• Liaise with third-party vendors for repairs and upgrades.
• Assist with system testing, documentation and implementation of new tech.
• Maintain project inventory data in CMDB and update dashboards.
• Review system logs for troubleshooting and validate results.
• Coordinate with internal teams for process improvements.

Skills

AV systems

Video conferencing

Incident management

ITIL/ITSM

Reporting dashboards

Documentation

Troubleshooting

Communication

Vendor liaison

System testing

CMDB knowledge

Tools

Crestron

Extron

Zoom

MS Teams

Cisco Webex

PBX

CMDB

Job description

• 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).
• 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.