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 effective 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.

Experience &

- Skill Set Requirements

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.

Mandatory Submission Documents If you are interested and your profile matches the requirements, please send the following documents to [email protected] by Tuesday, September 15, 2026, at 10:00 AM EST:

- Updated Resume in Word format —
- Mandatory
- References —
- Mandatory
- Expected Hourly Rate —
- Mandatory
- Visa Status —
- Mandatory
- LinkedIn ID —
- Mandatory

Please note: Without all mandatory documents, we cannot submit a candidate.

How to Apply

Interested and qualified candidates should submit all mandatory documents to [email protected] by Tuesday, September 15, 2026, at 10:00 AM EST.

If this role is not suitable for you, please feel free to forward it to experienced Systems Administrators, Operations Support Specialists, AV/Video Conferencing Specialists, or IT Operations professionals with strong experience in AV technologies, video conferencing, ITIL/ITSM, incident management, troubleshooting, vendor coordination, CMDB, reporting, and onsite technical support.

📌 Systems Administrator / Operations Support Specialist – Intermediate – (Toronto)
🏢 S M Software Solutions
📍 Toronto