Systems Administrator/Operations Support Specialist – Intermediate

- Start Date: October 12, 2026
- End Date: February 26, 2027
- Assignment Type: Onsite, 5 days per week
- Office Location: College Street, Toronto, Ontario
- Security Level: CRJMC
- Business Days: 138
- Maximum Extension Term: One additional term
- Incorp rate: $60.22/hr

Position Overview Our client is seeking an experienced Systems Administrator/Operations Support Specialist to provide technical and operational support for audio-visual (AV), telecommunications, and video conferencing technologies used within a justice-sector environment.

The successful candidate will provide day-to-day technical support, incident management, system administration, user onboarding and training, vendor coordination, documentation, reporting, inventory management, and project support. The role requires solid troubleshooting and analytical capabilities, excellent communication skills, and the ability to work professionally with legal counsel, witnesses, public users, vendors, and internal technical teams.

Key Responsibilities

Technical and Operational Support

- Provide troubleshooting, technical guidance, and operational support for audio-visual, telecommunications, and video conferencing systems across multiple channels.
- Diagnose and resolve hardware, software, connectivity, and system-related issues in a timely manner.
- Support the operation and administration of video conferencing and AV environments across multiple locations.
- Review and validate system logs to identify and resolve technical issues.
- Perform system testing, document test results, and support the implementation of new technologies.
- Assist with hardware and software upgrades, configuration changes, and related operational activities.
- Maintain reliable and efficient day-to-day system operations.

User Support, Onboarding and Training

- Support remote witnesses, legal counsel, judiciary stakeholders, and public users with technical orientation, application setup, and troubleshooting across a variety of devices.
- Provide user demonstrations and training for video conferencing and audio-visual equipment.
- Develop and maintain user guides, training materials, system manuals, and operational documentation.




- Translate technical information into clear, accessible instructions for non-technical audiences.
- Provide professional and responsive support while demonstrating tact, diplomacy, and discretion when working with sensitive stakeholders.

Incident, Service and ITSM Management

- Manage and resolve incidents and service requests in accordance with established ITIL/ITSM practices.
- Apply ITIL principles to incident management, change management, configuration management, and CMDB updates.
- Escalate complex issues to appropriate internal teams or third-party service providers.
- Monitor service issues and ensure timely follow-up, resolution, and communication.
- Identify recurring issues and recommend process or service improvements.

Vendor and Stakeholder Coordination

- Liaise with third-party vendors regarding equipment repairs, replacements, upgrades, maintenance, and service performance.
- Coordinate with vendors and internal technical teams to investigate and resolve service issues.
- Act as a quality-control liaison between business users, technical teams, and vendors.
- Coordinate activities and communications to ensure timely and effective service delivery.
- Build and maintain collaborative relationships with internal teams, management, vendors, external agencies, and other stakeholders.

Documentation, Inventory and Reporting

- Maintain accurate system, equipment, and project inventory information within the CMDB.
- Maintain operational documentation, procedures, manuals, and training materials.
- Prepare and maintain daily reports, dashboards, and status information.
- Track service activities, issues, project inventory, and operational progress.
- Identify opportunities to improve reporting, documentation, and operational processes.

Project Support

- Participate in projects involving the implementation, upgrade, testing, and deployment of AV, telecommunications,



and video conferencing technologies.
- Assist with project planning, technical testing, implementation activities, and documentation.
- Support the transition of new technologies and services into ongoing operations.
- Contribute to process improvements and operational readiness activities.

Mandatory Qualifications Candidates must demonstrate the following:

- 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/operational documentation.
- Minimum 2 years of operations support experience .
- Excellent verbal and written communication skills.
- Demonstrated ability to work effectively with technical and non-technical users, vendors, internal teams, and senior or sensitive stakeholders.

Technical Knowledge and Experience Candidates should demonstrate knowledge and experience with:

- AV hardware, including projectors, microphones, speakers, cameras, AV processors, and control systems such as Crestron and Extron .
- Video conferencing platforms and associated hardware, including Zoom, Microsoft Teams, Cisco Webex, and video conferencing codecs .
- Video conferencing technologies, communication protocols, ISDN, TCP/IP , and related connectivity requirements.
- AV signal flow and connectivity standards, including HDMI, USB, and network-based AV .
- VoIP systems and basic PBX configurations.
- Network fundamentals, including TCP/IP, LAN, WAN, routers, switches, bandwidth requirements, and network considerations for video conferencing.
- Windows, macOS, iOS, and Android operating systems and associated peripherals.
- System logs and log validation for troubleshooting and incident investigation.
- Hardware and software upgrade, testing, implementation, and change processes.
- CMDB, inventory management, reporting, and operational dashboards.
- Emerging trends and technologies in audio-visual and video conferencing environments.
- ITIL/ITSM practices for incident, change, and configuration management.

📌 Audio Visual Coordinator (Toronto)
🏢 BITS Recruiting
📍 Toronto