Position: Systems Administrator / Operations Support Specialist – Intermediate

Client: Justice Technology Services, Ministry of Public and Business Service Delivery and Procurement

Location: 21 College Street, Toronto, ON

Work Arrangement: Onsite – 5 days per week

Start Date: October 12, 2026

End Date: February 26, 2027

Extension: Up to one additional term may be available

Contract Duration: Approximately 125 days

Openings: 1

Security Requirement: CRJMC

Position Overview

We are seeking an experienced Systems Administrator / Operations Support Specialist – Intermediate to provide technical and operational support for Justice Technology Services (JTS) in Toronto.

The successful candidate will support audio-visual (AV), telecommunications, video conferencing, system operations, user onboarding, troubleshooting, documentation, vendor coordination, inventory management, reporting, and project activities.

This role requires strong technical troubleshooting skills combined with excellent communication and the ability to support non-technical users, legal counsel, remote witnesses, public users, judiciary, internal teams, and third-party vendors.

Key Responsibilities

- Provide technical troubleshooting, guidance, and assistance for audio-visual, telecommunications, and video conferencing systems across multiple channels.

- Support JVN technologies and related operational requirements.

- Troubleshoot hardware, software, connectivity, network, AV, and video conferencing issues.

- Support remote witnesses, legal counsel, and public users with technical orientation, application setup, and device configuration.

- Provide user demonstrations, training, and technical guidance for video and audio equipment.

- Maintain system manuals, user guides, training materials, procedures, and operational documentation.

- Identify and implement process improvements.

- Manage user access and review/validate system logs for troubleshooting purposes.

- Coordinate with third-party vendors for equipment repairs, upgrades, maintenance, and service performance.

- Liaise with internal technical and business teams to resolve incidents and service issues.

- Assist with system testing, technology implementations, upgrades, and document testing results.

- Maintain accurate project and equipment inventory information in the CMDB.

- Update daily reports, dashboards, inventory records, and operational status information.

- Support project participation and operational initiatives as required.

- Apply ITIL/ITSM practices for incident, change, configuration, and service management.

- Prioritize and manage multiple service requests and operational activities while ensuring timely resolution and communication.

- Support knowledge transfer through project documentation, communications, SharePoint updates, 1:1 meetings, and team meetings.

Requirements

Mandatory Technical Skills & Experience

Candidates must demonstrate the following:

Audio-Visual & Video Conferencing

- Minimum 2 years of experience working with audio-visual and video conferencing hardware and software.

- Comprehensive knowledge of video conferencing technologies, including ISDN, TCP/IP, and communication protocols.





- Strong experience with video conferencing platforms such as:
- Zoom

- Microsoft Teams

- Cisco Webex

- Video conferencing codecs and associated hardware.

- Knowledge of AV hardware including:

- Projectors

- Microphones

- Speakers

- Cameras

- AV processors

- AV control systems such as Crestron and Extron

- Understanding of signal flow and AV connectivity, including HDMI, USB, and network-based AV.

- Familiarity with emerging trends in audio-visual and video conferencing technologies.

Operating Systems & Devices

- Proficiency with major operating systems, including:
- Windows
- macOS
- iOS

- Android

- Experience supporting associated peripherals such as microphones, speakers, webcams, AV processors, and related equipment.

Networking & Telecommunications

- Solid understanding of network infrastructure, including:
- LAN

- WAN

- Routers

- Switches

- TCP/IP

- Bandwidth requirements for video conferencing.

- Understanding of the basics of VoIP systems and PBX configurations.

- Ability to troubleshoot connectivity and communication issues affecting AV and video conferencing systems.

ITIL / Incident Management

- Minimum 2 years of experience in incident management.

- Strong knowledge of ITIL/ITSM frameworks, standards, and processes.

- Experience managing incidents, changes, service requests, and operational issues.

- Experience with CMDB updates and configuration/inventory management.

Reporting, Dashboards & Documentation

- Minimum 1 year of experience in reporting, dashboard creation, and documentation.

- Experience maintaining inventory records and updating operational/project dashboards.

- Experience preparing system documentation, user manuals, training materials, procedures, and reports.

- Experience reviewing and validating system logs for troubleshooting.

- Experience performing system testing and documenting test results.

Operations Support

- Minimum 2 years of operations support experience.

- Demonstrated ability to maintain reliable and productive system operations.

- Experience coordinating multiple technical/service requests and operational activities.

- Strong understanding of software/hardware upgrade processes.

Analytical & Problem-Solving Skills The successful candidate will be able to:

- Diagnose and resolve hardware, software, network, AV, and video conferencing issues.

- Troubleshoot system malfunctions and equipment failures efficiently.

- Analyze technical issues and determine appropriate resolutions.

- Maintain reliable and efficient system operations.

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

- Support training sessions involving video and audio equipment.

- Demonstrate strong analytical thinking and structured troubleshooting abilities.





Communication & Interpersonal Skills

- Excellent verbal and written communication skills.

- Ability to simplify and clearly communicate technical concepts to non-technical users.

- Ability to create and maintain clear training materials, user manuals, procedures, and documentation.

- Experience delivering user demonstrations and technical orientation.

- Strong collaboration skills when working with vendors, technical teams, management, internal teams, and external agencies.

- Demonstrated tact, diplomacy, professionalism, and discretion when working with judiciary, legal counsel, witnesses, public users, and other sensitive stakeholders.

- Ability to build effective relationships to ensure seamless service delivery.

Organizational & Prioritization Skills

- Strong organizational and prioritization skills.

- Ability to efficiently manage multiple service requests, incidents, and operational tasks.

- Ability to coordinate updates and provide timely and accurate communication.

- Ability to apply ITIL frameworks and project management methodologies.

- Demonstrated ability to drive operational excellence through structured processes.

Knowledge Transfer The successful candidate will participate in ongoing knowledge transfer throughout the project and operational lifecycle, including:

- Codes and scripts, where applicable.

- Project and operational documentation.

- Project communications.

- Knowledge transfer to project coordinators and team members.

- 1:1 meetings and team meetings.

- Documentation and knowledge sharing through SharePoint.

- Maintaining current operational procedures, manuals, and technical documentation.

Evaluation Criteria

Candidates will be evaluated based on the following weighted criteria:

Evaluation Area

Weight

Technical Skills

30%

Analytical & Problem-Solving Skills

25%

Communication, Collaboration & Interpersonal Skills

25%

Organizational & Prioritization Skills

20%

Total

100%

Mandatory Requirements – Quick Check To be considered, candidates must have:

- 2+ years of audio-visual and video conferencing hardware/software experience.

- 2+ years of incident management experience.

- Strong knowledge of ITIL/ITSM frameworks, standards, and processes.

- 2+ years of operations support experience.

- 1+ year of reporting, dashboard creation, and documentation experience.

- Experience with Zoom, Microsoft Teams, Cisco Webex and video conferencing codecs/hardware.

- Knowledge of AV equipment, including Crestron/Extron, projectors, microphones, speakers, cameras and AV processors.

- Knowledge of ISDN, TCP/IP, LAN/WAN, routers, switches, VoIP and PBX fundamentals.

- Experience supporting Windows, macOS, iOS and Android environments and peripherals.

- Experience with system logs, system testing, upgrades, CMDB, inventory and dashboards.

- Excellent verbal and written communication skills.

- Ability to work onsite 5 days per week at 21 College Street, Toronto.

- Ability to work with sensitive stakeholders, including judiciary, legal counsel, witnesses and public users.

- Ability to support knowledge transfer and maintain documentation throughout the project lifecycle.

📌 Systems Administrator / Operations Support Specialist (Canada)
🏢 Upstaff
📍 Canada