- 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).
- 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