A WORD ABOUT US
We come from many different places, but what unites us is our passion. At Moment Factory, each new project is a blank page awaiting the creativity and talent of our whole team, no matter the individual responsibilities, roles, or fields. Our desire to innovate, to take risks, and to learn from our mistakes and from each other is what allows us to create collective projects that go above and beyond. Today, thanks to a team of 450 creative minds, we have been able to create immersive multimedia environments for artists, museums, airports, brands, theme parks and events, as well as our signature shows. No matter the canvas – be it film, lighting, multimedia architecture, sound design, special effects, or interactive projects – the thirst for experimentation and innovation is at the core of our DNA.
YOUR MISSION
YOUR MISSION
As a Technical Support Analyst, you will be the main point of contact for providing technical assistance to our clients and partners, both in person and remotely. You will be responsible for troubleshooting technical issues, offering guidance, and ensuring client satisfaction throughout their journey — with a special focus on supporting remote projects. Additionally, you’ll have the opportunity to visit our installations to help prepare operational strategies in close collaboration with various project teams.
YOUR TEAM
YOUR TEAM
Working at the SAO of Moment Factory means being part of a close-knit team where mutual help and collaboration come naturally. We know we can always count on each other — whether it's for a quick helping hand or a meaningful team brainstorming session. The atmosphere is pleasant and human, and we enjoy a good balance between remote work and days at the office
We also have the chance to take part in project integrations around the world several times a year. It’s always a powerful moment to see a project come to life — and even more rewarding to be there to support it as it enters into operation.
ROLES AND RESPONSIBILITIES
Operations Support:
- Provide courteous and efficient customer service.
- Thoroughly analyze requests and resolve issues.
- Assign and escalate requests when needed.
- Ensure requests are resolved thoroughly.
- Ensure resolution times are adequate.
- Follow up on resolutions and collect relevant information to close tickets.
Stabilization of Technical Operations:
- Stabilize installations during commissioning.
- Optimize operational processes.
- Ensure delivered installations meet Moment Factory's technical standards (QA).
- Support and train client operators on the installations.
- Develop troubleshooting methods related to operations.
- Contribute to writing the operation and maintenance manual for installations, intended for client operators.
- Ensure technical knowledge transfer of installations to team members.
YOUR BACKGROUND INCLUDES
- College or technical diploma (DEC) related to audiovisual, electronics, IT, or equivalent.
- Minimum 2 years of professional experience in audiovisual/technical/technology fields and/or technical support related to multimedia.
- Advanced proficiency in French and English, both spoken and written, as you will be communicating with English-speaking clients as part of your work.
- Valid driver’s license.
- Authorized to travel internationally.
- In-depth knowledge of audiovisual technologies, software, and hardware.
- Lighting systems (Grand MA console, Chauvet products, DMX-Artnet distribution).
- Sound systems (Yamaha products, Dante, Q-SYS).
- Projection systems (Barco & Panasonic products, mapping, ND distribution, media servers).
- Proficiency in PC environments and Google/Microsoft platforms.
- Demonstrated skill in hands-on work, assembly, and installation (asset).
- Technical certification (asset).
- Relevant experience in creating, structuring, and continuously improving technical documentation.
YOUR QUALITIES
- Resourcefulness.
- Solution-oriented mindset.
- Strong initiative.
- Attention to detail.
- Comfortable navigating ambiguity.
- Ability to explain complex concepts clearly.
- Adaptability.
- Strong problem-solving skills.
- Autonomy.
- Good organizational and priority management skills.
- Team spirit.
- Effective time management.
SPECIFIC WORK CONDITIONS
- Regular working hours, occasionally varying depending on projects and/or demand.
- On-call technical support during evenings and weekends as needed.
- Frequent, but short, business trips abroad.
SOME PERKS THAT COME WITH WORKING AT MOMENT FACTORY
- Hybrid work mode to optimize work-life balance.
- Group insurance benefits for you and your family.
- Wellness account allowing you to claim personal expenses.
- inspiration account.
- Free access to Dialogue telemedicine service, to quickly respond to your health concerns and those of your family.
- 5 paid sick days per year.
- Personalized training and skills development plan through the Moment Factory School.
- Daily meals at reduced cost, snacks, and coffee available at all times. Studio Life Department, a catalyst for employee wellness initiatives (physical, mental health, social activities, etc.).
If you think this position is for you, we invite you to apply now. Unfortunately, we will not be able to follow up with each candidate, so we will only contact the selected individuals. Thank you for considering a career at Moment Factory. We are looking forward to meeting you!
Your resume will be read by Billy, our in-house recruiter.