Senior IT Operations Engineer & System Administrator

Job Description

We are looking for an experienced Senior IT Operations Engineer & System Administrator to manage enterprise IT operations, maintain Windows and Linux infrastructure, and provide technical leadership across end-user support, enterprise collaboration, and audiovisual (AV) systems.

The ideal candidate combines strong system administration skills with hands-on experience in enterprise video conferencing, conference room technology, IT service management, and executive-level technical support.

Key Responsibilities

1. IT Operations & End-User Support

• Lead day-to-day IT operations and provide advanced technical support to enterprise users.
• Monitor IT services proactively to ensure system availability, stability, and performance.
• Act as an escalation point for Level 1 and Level 2 support teams, handling complex incidents and technical issues.
• Manage incident resolution, problem management, service requests, and knowledge documentation.
• Maintain high-quality ServiceNow tickets, track operational KPIs, and drive continuous service improvement.
• Enhance end-user experience through effective troubleshooting, root cause analysis, and process optimization.

2. Windows, Linux & Enterprise Infrastructure Administration

• Administer and maintain Windows Server, Linux, and UNIX environments.
• Perform server installation, configuration, patching, upgrades, and routine maintenance.
• Monitor system performance, availability, resource utilization, and infrastructure capacity.
• Troubleshoot operating system, server, and infrastructure-related issues.
• Support system stability, security compliance, and infrastructure lifecycle management.

3. Enterprise Collaboration & Video Conferencing

• Administer and support enterprise collaboration and video conferencing platforms, including Microsoft Teams Rooms, Cisco Video Conferencing, Poly, Zoom, Webex, Pexip/CVI, and Qumu.
• Deploy, configure, maintain, and troubleshoot conference room systems and video conferencing endpoints.
• Provide live technical support for executive meetings, town halls, corporate events, and large-scale virtual meetings.
• Support video streaming, event production, and collaboration services to ensure reliable audio and video delivery.
• Coordinate conference room technology upgrades, equipment installations, system testing, and service improvements.

4. Audio-Visual (AV) Infrastructure Management

• Install, configure, maintain, and troubleshoot AV equipment, including cameras, microphones, audio mixers, video switchers, projectors, displays, and AV control systems.
• Diagnose and resolve audio, video, connectivity, and equipment integration issues.
• Perform AV system upgrades, preventive maintenance, and operational testing.
• Ensure conference rooms and meeting spaces are fully functional and ready for business-critical meetings.
• Coordinate with vendors and internal stakeholders on AV deployments, equipment maintenance, and technical escalations.

5. IT Service Management (ITSM)

• Manage IT incidents, service requests, problems, and changes in accordance with established ITSM processes.
• Use ServiceNow to maintain accurate ticket records, monitor SLA compliance, and track resolution progress.
• Prepare operational reports and KPI dashboards to evaluate service performance.
• Maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and implement corrective actions to improve service quality and operational efficiency.

Requirements

• Proven experience in IT operations, system administration, infrastructure support, or enterprise IT services.
• Strong hands-on administration experience with Windows Server and Linux; UNIX experience is an advantage.
• Practical experience supporting enterprise video conferencing and collaboration platforms.
• Hands-on knowledge of AV equipment installation, configuration, integration, and troubleshooting.
• Experience with ServiceNow or a comparable ITSM platform.
• Good understanding of incident management, problem management, change management, SLA tracking, and KPI reporting.
• Strong troubleshooting, analytical, communication, and stakeholder management skills.
• Ability to provide responsive technical support for executive meetings, live events, and business-critical operations.

Preferred Qualifications

• Experience supporting enterprise conference rooms, executive boardrooms, and large-scale corporate events.
• Experience with Microsoft Teams Rooms, Cisco video conferencing, Poly, Zoom, Webex, Pexip/CVI, or Qumu.
• Familiarity with ITIL-based service management practices.
• Experience coordinating AV vendors, infrastructure upgrades, and technical projects.
• Relevant certifications in Microsoft technologies, Linux administration, ITIL, or AV systems are an advantage.