Systems Administrator/Operations Support Specialist

GovTech Talent Solutions Inc.; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

GovTech Talent Solutions Inc. in Toronto seeks an on-site Audio-Visual & IT Support Specialist to maintain and troubleshoot AV/telecom systems, configure video conferencing endpoints, and support court staff and remote witnesses.

You will work with Crestron, Extron, Zoom, MS Teams, and Cisco Webex, keeping system logs and CMDBs current, while applying ITIL processes. Strong communication and teamwork with judiciary and vendors are essential.

Qualifications

• Must be able to work 5 days onsite per week in Toronto.
• 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).
• Knowledge of AV hardware (projectors, microphones, speakers, cameras, AV processors and control systems).
• Strong familiarity with video conferencing platforms and compatible hardware (Zoom, MS Teams, Cisco Webex).
• Understanding of signal flow, connectivity (HDMI, USB, network-based AV).
• Understanding PBX configurations and basic VoIP.
• Knowledge of TCP/IP and network basics.
• Experience reviewing and validating system logs for troubleshooting.
• Experience with system testing and documenting results.
• Strong ITIL knowledge for incident management and CMDB updates.
• Experience maintaining inventory, dashboards, and progress reporting.
• At least 2 years of operation support.

Responsibilities

• Provide troubleshooting, guidance, and assistance for AV, telecom, and video conferencing systems.
• 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 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.

Skills

Video conferencing expertise

AV hardware knowledge

ITIL/ITSM incident management

System testing & logs

Vendor liaison

Training material creation

Onsite support

VoIP & PBX configurations

Network fundamentals

Cross-functional communication

Tools

Zoom

MS Teams

Cisco Webex

Crestron

Extron

HDMI/USB

Job description

Project Overview

Key Responsibilities

• 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.

Qualifications & Requirements

REQUIRED

• Must be able to work 5 days onsite per week in Toronto
• 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).
• 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.
• Experience in liaising with third-party vendors for repairs and upgrades.
• 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.

EVALUATION CRITERIA

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

Key Skills & Competencies

AV hardware, video conferencing, Zoom, MS Teams, Cisco Webex, codecs, Crestron, Extron, HDMI, USB, network-based AV, VoIP, PBX configurations, TCP/IP, system logs, system testing, software/hardware upgrade, ITIL, incident management, Windows, macOS, iOS, Android, LAN, WAN, routers, switches, ISDN, communication protocols