Audio Visual Technical Analystexpired
Moment Factory
Canada, Quebec, Montreal
Posted on: May 18, 2024
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Description:
YOUR MISSION
As a Technical Support Analyst, you will be the main point of contact for providing technical assistance to our customers and partners, whether in person or remotely. You will be responsible for resolving technical issues, providing advice and ensuring customer satisfaction throughout the customer journey, with a particular focus on supporting remote projects. You will also have the opportunity to visit our facilities to prepare operating strategies in close collaboration with the various project teams.
Please note that the current title is for display purposes only. The internal role is called “Technical Support Analyst”.
ROLES AND RESPONSIBILITIES
1. 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.
2. 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.
YOUR JOURNEY INCLUDES
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.
YOUR 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.
SPECIFIC 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.
Application Deadline:
July 18, 2024
Job Duration:
Open ended
Job/Audition Type:
Full Time
Job Category:
Technical/Show Support
Payment status:
Paid
Job Location:
Canada,
Quebec,
Montreal
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