Multimedia Technical Support Specialist

4 weeks ago

Montreal, Quebec, Canada Moment Factory Full time
ABOUT US At Moment Factory, we are a diverse group united by our shared passion for creativity. Each project presents a unique opportunity for our team to innovate and collaborate, allowing us to produce extraordinary multimedia experiences across various platforms including art installations, museums, airports, and live events. Our collective expertise spans film, lighting, multimedia architecture, sound design, and interactive experiences, all driven by a commitment to experimentation and innovation. YOUR TEAM The Operations Support team at Moment Factory consists of dedicated professionals who are crucial to the success of our projects and the efficiency of our operations. As part of this dynamic group, you will collaborate with skilled individuals to ensure the seamless operation of our facilities, equipment, and systems. Our team culture fosters idea exchange, mutual support, and cooperation, creating an environment that promotes professional growth and shared success. YOUR ROLE In the capacity of a Technical Support Analyst, you will serve as the primary contact for delivering technical assistance to our clients and partners, whether on-site or remotely. Your responsibilities will include troubleshooting technical challenges, offering guidance, and ensuring customer satisfaction throughout their journey, with a strong emphasis on supporting remote initiatives. You will also have the chance to visit our facilities to develop operational strategies in close partnership with various project teams. KEY RESPONSIBILITIES

1. Operations Support

Deliver courteous and efficient customer service; Conduct in-depth analysis of requests and resolve issues; Assign and escalate requests as necessary; Ensure thorough resolution of requests; Maintain adequate resolution timelines; Follow up on resolutions and gather relevant information upon ticket closure.

2. Technical Operations Stabilization

Stabilize installations during initial setup; Optimize operational processes; Verify that installations meet Moment Factory's technical standards (Quality Assurance); Provide support and training to customer operators; Develop methods for problem-solving in operations; Contribute to the creation of operation and maintenance manuals for customer operators; Ensure the transfer of technical knowledge to team members.

QUALIFICATIONS

College diploma (DEC) or technical diploma in audiovisual, electronics, computer science, or a related field; At least 2 years of professional experience in audiovisual/technical support or multimedia technology; Proficient in both French and English, spoken and written, as communication with English-speaking clients is required; Valid driver's license; Willingness to travel internationally; Comprehensive knowledge of audiovisual technologies, software, and hardware; Familiarity with lighting systems (e.g., Grand MA Console, Chauvet products, DMX-Artnet distribution); Experience with sound systems (e.g., Yamaha products, Dante, Qsys); Knowledge of projection systems (e.g., Barco & Panasonic products, Mapping, ND distribution, Media servers); Proficient in PC environments and Google and Microsoft platforms; Demonstrated skills in manual work, assembly, and installation (preferred); Technical certification (preferred); Relevant experience in creating and enhancing technical documentation.

PERSONAL ATTRIBUTES

Resourceful and solution-oriented; Strong initiative and attention to detail; Ability to navigate complex situations; Skill in simplifying intricate concepts; Adaptable and self-motivated; Excellent organizational skills and ability to prioritize tasks; Team-oriented with good time management abilities.

WORKING CONDITIONS

Regular working hours, with occasional variations based on project demands; On-call technical support during evenings and weekends; Frequent short business trips abroad. If you believe this position aligns with your skills and interests, we encourage you to consider applying. We appreciate your interest in a career with Moment Factory and look forward to the possibility of working together.

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