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Audiovisual Support Specialist

3 months ago

Montreal, Quebec, Canada Moment Factory Full time

ABOUT US

At Moment Factory, we are a diverse group of individuals brought together by our shared enthusiasm for creativity. Each project we undertake is a new opportunity for innovation, driven by the talents and insights of our entire team. Our commitment to pushing boundaries and learning from our experiences enables us to deliver exceptional multimedia environments for a variety of clients, including artists, museums, airports, brands, theme parks, and events. Whether through film, lighting, multimedia architecture, sound design, special effects, or interactive installations, our passion for experimentation is at the heart of what we do.

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 vibrant team, you will collaborate with skilled colleagues to ensure the seamless operation of our facilities, equipment, and systems. Our culture promotes idea sharing, mutual support, and teamwork, fostering an environment that encourages professional growth and collective success.

YOUR ROLE

In the capacity of a Technical Support Specialist, you will serve as the primary contact for delivering technical assistance to our clients and partners, both in-person and remotely. Your responsibilities will include troubleshooting technical challenges, offering guidance, and ensuring client satisfaction throughout their experience, particularly with remote projects. You will also have the chance to visit our facilities to develop operational strategies in close collaboration with various project teams.

KEY RESPONSIBILITIES

1. Operational Support
  • Deliver prompt and courteous customer service;
  • Conduct thorough analyses of requests and resolve issues;
  • Assign and escalate requests as necessary;
  • Ensure careful and timely resolution of requests;
  • Follow up on resolutions and gather relevant information upon ticket closure.
2. Technical Operations Stabilization
  • Stabilize installations during initial setup;
  • Enhance operational processes;
  • Verify that installations meet Moment Factory's technical standards (Quality Assurance);
  • Provide support and training to customer operators;
  • Develop methods for troubleshooting operations;
  • Contribute to the creation of operation and maintenance manuals for customer operators;
  • Facilitate the transfer of technical knowledge to team members.

YOUR 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;
  • Strong understanding of audiovisual technologies, software, and hardware, including:
  • Lighting systems (e.g., Grand MA consoles, Chauvet products, DMX-Artnet distribution);
  • Sound systems (e.g., Yamaha products, Dante, Qsys);
  • Projection systems (e.g., Barco & Panasonic products, Mapping, ND distribution, Media servers);
  • Proficient in PC environments and Google and Microsoft platforms;
  • Demonstrated ability in manual work, assembly, and installation (an asset);
  • Technical certification (an asset);
  • Relevant experience in creating and improving technical documentation.

YOUR 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 internationally.

We look forward to the possibility of welcoming you to our team at Moment Factory.