Systems Administrator/Operations Support Specialist

Original job posting

Provide technical troubleshooting and support for audio-visual, telecommunications, and video conferencing systems across multiple channels. Manage system documentation, inventory data in CMDB, and liaise with third-party providers for equipment maintenance and upgrades.

Job details

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. At least 2 years of Operation support

What you’ll do

Provide technical troubleshooting and support for audio-visual, telecommunications, and video conferencing systems across multiple channels. Manage system documentation, inventory data in CMDB, and liaise with third-party providers for equipment maintenance and upgrades.

Requirements

Requires at least 2 years of experience in AV/video conferencing hardware and incident management using ITIL/ITSM frameworks. Candidates must possess strong analytical skills and the ability to communicate technical information to non-technical users.

Listed skills

• Technical Documentation · Preferred
• Incident Management · Preferred
• Zoom · Preferred
• Troubleshooting · Preferred
• TCP/IP · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Audio-visual hardware
• Video conferencing
• Incident management
• ITIL
• ITSM
• Crestron
• Extron
• Zoom
• MS Teams
• Cisco Webex
• VoIP
• PBX
• TCP/IP
• CMDB
• Troubleshooting
• Technical documentation

Job areas

• Technology
• Customer Service & Support
• Consulting
• Administrative