Job Description

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Description

• 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 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

MUST HAVES:

• Minimum 2 years of experience in 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 documentation.
• Excellent communication skills (verbal and written).

Skills Required