Multimedia Technical Support Expert

2 weeks ago

Montreal, Quebec, Canada Moment Factory Full time
About Us

Moment Factory is a dynamic and innovative company that specializes in creating immersive multimedia environments for artists, museums, airports, brands, theme parks, and events. Our team of 420 creative minds is passionate about pushing the boundaries of what is possible in the world of audiovisual technology.

Your Team

The Operations Support team at Moment Factory is a highly skilled and motivated group of professionals who play a critical role in the success of our projects and the optimization of our operations. As a member of this team, you will be part of a collaborative and dynamic environment that encourages the exchange of ideas, mutual support, and cooperation.

Your Mission

As a Technical Support Analyst, you will be the primary point of contact for providing technical assistance to our customers and partners. Your responsibilities will include resolving technical issues, providing advice, and ensuring customer satisfaction throughout the customer journey. You will also have the opportunity to visit our facilities to prepare operating strategies in close collaboration with the various project teams.

Roles and Responsibilities
  • Operations Support
    • Provide courteous and efficient customer service;
    • Analyze requests in depth and resolve issues;
    • Assign and escalate requests as needed;
    • Ensure careful resolution of requests;
    • Ensure adequate resolution time;
    • Follow up on resolutions and collect relevant information at ticket closing.
  • Stabilization of Technical Operations
    • Stabilize installations during start-up;
    • Optimize the operating process;
    • Validate that delivered installations comply with Moment Factory technical standards (QA);
    • Support and train customer operators;
    • Develop problem-solving methods for operations;
    • Participate in the drafting of plant operation and maintenance manuals for customer operators;
    • Ensure the transfer of plant technical knowledge to team members.
Requirements
  • College diploma (DEC) or technical diploma related to audiovisual, electronics, computer science, or equivalent;
  • Minimum 2 years' professional experience in audiovisual/technical/technology and/or multimedia technical support;
  • Advanced command of French and English, both spoken and written, as your work will require you to communicate with English-speaking customers;
  • Valid driver's license;
  • Ability to travel abroad;
  • Thorough knowledge of audiovisual technologies, software, and hardware;
  • Mastery of the PC environment and Google and Microsoft platforms;
  • Demonstrated aptitude for manual work, assembly, and installation;
  • Technical certification (asset);
  • Relevant experience in creating, structuring, and ensuring the continuous improvement of technical writing.
Qualities
  • Resourceful;
  • Solution-oriented;
  • Strong sense of initiative;
  • Attention to detail;
  • Ability to navigate in gray areas;
  • Ability to popularize complex concepts;
  • Adaptability;
  • Problem-solving skills;
  • Self-motivated;
  • Good organizational skills and ability to manage priorities;
  • Team spirit;
  • Good time management skills.
Working Conditions
  • Regular working hours, occasionally varying according to projects and/or demand;
  • On-call technical support during evenings and weekends;
  • Frequent but short business trips abroad.

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