Technical Support Analyst
Moment Factory
- Montreal, QC
- Permanent
- Full-time
- 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.
- 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.
- 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:
- Lighting system (Console Grand MA, Produits Chauvet, Distribution Dmx-Artnet);
- Sound systems (Yamaha products, Dante, Qsys);
- Projection systems (Barco & Panasonic products, Mapping, ND distribution, Media serverI);
- Mastery of the PC environment and Google and Microsoft platforms;
- Demonstrated aptitude for manual work, assembly and installation (asset);
- Technical certification (asset);
- Relevant experience in creating, structuring and ensuring the continuous improvement of technical writing.
- 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.
- 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.