Description
- Technical Support for JVN Technologies
- Internal Operations & Documentation.
- External User Onboarding & Training
- Vendor Coordination & Service Monitoring
- Project Participation
- Inventory & Reporting
Experience Requirements
- 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 ? MUST 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
Knowledge Transfer
- Codes
- Scripts
- Project documents
- Project communications
- Project Coordinator / Team members
- 1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project and operation life cycle etc.
Supplier Comments
Closing Date/Time: 2026-09-15, 12:00 p.m. EST
Max submission: 1 (one)
5 days onsite
Must Have:
- 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).