RQ11626 - Systems Administrator/Operations Support Specialist - Intermediate

• 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
  

Criteria Ratings → MUST TOTAL TO 100

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
  

Knowledge Transfer

• Codes
  
• Scripts
  
• Project documents
  
• Project communications
  
• Project Coordinator / Team members
  
• 1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project and operation life cycle etc.