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 .




- Robust 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 efficient 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 (Toronto)
🏢 Joblinxsapp
📍 Toronto