Systems Administrator / Operations Support Specialist – Intermediate – RQ11626

S M Software Solutions Inc; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

The Ministry of Public and Business Service Delivery and Procurement is seeking an Intermediate Systems Administrator / Operations Support Specialist to manage audio-visual, video conferencing and IT operations with strong incident management and documentation skills.

The role is based onsite at 21 College Street, Toronto, Ontario, handling system testing, vendor coordination, CMDB updates and user onboarding for witnesses, legal counsel and public users.

Qualifications

• 2+ years supporting audio-visual and video conferencing hardware/software.
• 2+ years incident management with ITIL/ITSM knowledge.
• 1+ year reporting, dashboards and technical documentation.
• 2+ years operations support experience.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting abilities.

Responsibilities

• Technical Support & Operations for AV, telecommunications and video conferencing systems across multiple channels.
• Support AV hardware (projectors, mics, speakers, cameras, AV processors, Crestron and Extron).
• Troubleshoot hardware, software, connectivity and network issues.
• Support Zoom, Teams and WebEx platforms and codecs.
• Review and validate system logs and maintain reliable operations.
• Maintain system manuals, training materials and procedures.
• Document testing activities and results; assist with upgrades and ITIL processes.
• Onboard and train remote witnesses, legal counsel and public users.

Skills

Video conferencing tech

Windows

macOS

Mobile OS

AV peripherals

Networking basics

VoIP basics

HDMI/USB AV

Signal flow concepts

Troubleshooting

Job description

Client: Ministry of Public and Business Service Delivery and Procurement

Work Location: 21 College Street, Toronto, Ontario — Onsite

Estimated Start Date: October 12, 2026

Estimated End Date: February 26, 2027

Business Days: 138

Extension: 125 days

Hours: 7.25 hours per day

Security Level: CRJMC

Role Overview

We are seeking an Intermediate Systems Administrator / Operations Support Specialist with strong experience in audio-visual systems, video conferencing, IT operations support, incident management, ITIL/ITSM, technical troubleshooting, vendor coordination, system testing, documentation, inventory management, and reporting.

The successful candidate will provide technical and operational support for audio-visual, telecommunications, and video conferencing systems while working closely with internal teams, vendors, legal counsel, witnesses, and public users.

Must-Have Skills & Experience

• Minimum 2 years of experience supporting 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 technical documentation.
• At least 2 years of operations support experience.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting abilities.

Key Responsibilities

• Technical Support & Operations
• Provide troubleshooting, guidance, and technical assistance for audio-visual, telecommunications, and video conferencing systems across multiple support channels.
• Support AV hardware including projectors, microphones, speakers, cameras, AV processors, and control systems such as Crestron and Extron.
• Troubleshoot hardware, software, connectivity, and network-related issues.
• Support video conferencing platforms including Zoom, Microsoft Teams, and Cisco Webex, along with compatible codecs and hardware.
• Review and validate system logs to assist with troubleshooting.
• Maintain reliable and efficient system operations.
• Internal Operations & Documentation
• Maintain system manuals, training materials, technical documentation, and operational procedures.
• Identify opportunities for process improvements and support implementation.
• Manage user access and validate system logs.
• Document system testing activities and results.
• Support software and hardware upgrade processes.
• Apply ITIL practices for incident, change, and configuration management.
• External User Onboarding & Training
• Support remote witnesses, legal counsel, and public users with technical orientation and application setup across various devices.
• Guide non-technical users through equipment setup and video conferencing applications.
• Deliver demonstrations and training sessions for video and audio equipment.
• Develop and maintain user manuals and training materials.
• Communicate technical information clearly to non-technical audiences.
• Demonstrate professionalism, tact, diplomacy, and discretion when working with judiciary and sensitive stakeholders.
• Vendor Coordination & Service Monitoring
• Liaise with third-party vendors regarding equipment repairs, upgrades, maintenance, and service performance.
• Coordinate with vendors and technical teams to troubleshoot and resolve issues.
• Monitor service performance and ensure timely resolution of technical problems.
• Act as a quality-control liaison between business users and vendors.
• Project Participation
• Assist with testing, documentation, and implementation of new technologies.
• Participate in technology implementation and operational improvement initiatives.
• Coordinate with internal teams to support process improvements.
• Assist with software and hardware upgrade activities.
• Inventory, Reporting & CMDB
• Maintain accurate project and equipment inventory information in the CMDB.
• Update daily reports and dashboards.
• Track service requests, operational activities, and project progress.
• Ensure reporting information is accurate and communicated in a timely manner.
• Support inventory management and configuration data updates.

Technical Skills — 30 Points

• Comprehensive knowledge of video conferencing technologies, including ISDN, TCP/IP, and communication protocols.
• Proficiency with Windows, macOS, iOS, and Android operating systems.
• Experience supporting peripherals such as microphones, speakers, A/V processors, cameras, and webcams.
• Solid understanding of network infrastructure, including LAN, WAN, routers, and switches.
• Understanding of signal flow and connectivity standards including HDMI, USB, and network-based AV.
• Basic understanding of VoIP systems and PBX configurations.
• Knowledge of bandwidth requirements and network fundamentals for video conferencing.
• Awareness of emerging trends in audio-visual and video conferencing technologies.

Analytical & Problem-Solving Skills — 25 Points

• Diagnose and resolve hardware, software, network, and system-related issues.
• Troubleshoot system malfunctions and equipment failures efficiently.
• Analyze technical issues and identify appropriate resolutions.
• Review system logs to support root-cause troubleshooting.
• Maintain reliable and efficient system operations.
• Support system testing and document test results.
• Act as a quality-control liaison between business users and vendors.
• Provide technical support and training for video and audio equipment.

Communication, Collaboration & Interpersonal Skills — 25 Points

• Clearly explain technical concepts to non-technical users.
• Collaborate effectively with vendors, technical teams, management, and business stakeholders.
• Create and maintain user manuals, training materials, and technical documentation.
• Deliver user demonstrations and provide support for video conferencing solutions.
• Build effective relationships with internal teams and external agencies.
• Demonstrate tact, diplomacy, professionalism, and discretion when working with judiciary and sensitive stakeholders.
• Provide clear verbal and written communication throughout support and operational activities.
• Coordinate with stakeholders to ensure seamless service delivery.

Organizational & Prioritization Skills — 20 Points

• Demonstrate strong organizational and prioritization skills.
• Efficiently manage multiple service requests, incidents, and operational tasks.
• Coordinate updates and ensure timely and accurate communication.
• Apply industry best practices, including ITIL frameworks and project management methodologies.
• Maintain accurate documentation, inventory records, dashboards, and reports.
• Drive operational excellence through structured and consistent processes.