Systems Administrator/Operations Support Specialist

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.

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 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.

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

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.

Diagnose and resolve issues related to hardware, software, and network systems.

Act as a quality control liaison between business users and vendors.

Support training sessions for video and audio equipment usage.

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.

Build strong, collaborative relationships to ensure seamless service delivery.

Efficiently manages multiple service requests and tasks

Applies industry best practices, including ITIL frameworks and project management methodologies

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.