Technical Support Analyst

**A FEW WORDS 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 TEAM**

Moment Factory's operations support team is made up of passionate and dedicated professionals who play an essential role in the success of our projects and the optimization of our operations. As a member of this dynamic team, you will be part of a group of highly skilled and motivated individuals, working collaboratively to ensure the smooth operation of our installations, equipment, and systems. Our team culture encourages the exchange of ideas, mutual support, and cooperation, creating an environment conducive to professional growth and collective achievement.

**YOUR MISSION**

As a technical support analyst, you will be the primary point of contact for providing technical assistance to our clients and partners, whether in person or remotely. You will be responsible for resolving technical issues, offering advice, and ensuring client satisfaction throughout their journey, with a particular focus on supporting remote projects. In addition, you will also have the opportunity to visit our installations to prepare operational strategies in close collaboration with the various project teams.

**ROLES & RESPONSABILITIES**

**Operations Support**:

- Offer courteous and efficient customer service;
- Analyze requests in depth and resolve problems;
- Assign and escalate requests as needed;
- Ensure careful resolution of requests;
- Ensure adequate resolution time;
- Monitor resolutions and collect relevant information for ticket closure.

**Technical Operations Stabilization**:

- Stabilize installations during their commissioning;
- Optimize the operation process;
- Validate that delivered installations comply with Moment Factory's technical standards (QA);
- Support and train client operators of the installations;
- Develop problem-solving methods related to operations;
- Participate in the drafting of the operation and maintenance manual for installations, intended for client operators;
- Ensure the transfer of technical knowledge of the installations to team members.

**IT Support for the Paris office**:

- Computer configuration before projects;
- Assistance with software updates for Paris office employees;
- Assistance with computer configuration for new employees in the Paris office;
- Assistance during breakdowns or changes in the configuration of IT systems in the Paris office.

**YOUR BACKGROUND INCLUDES**
- A Bachelors +2 diploma related to audiovisual, electronics, IT or equivalent;
- Minimum 2 years of professional experience in audiovisual/technical/technological and/or multimedia-related technical support;
- Advanced proficiency in French and English, both oral and written, as you will need to communicate with English-speaking clients as part of your work;
- Valid driver's license;
- Authorized to travel abroad;
- In-depth knowledge of audiovisual technologies, software, and hardware:

- Lighting system (Grand MA console, Chauvet products, Dmx-Artnet distribution);
- Sound system (Yamaha products, Dante, Qsys);
- Projection system (Barco & Panasonic products, Mapping, NDI distribution, Media server);
- Proficiency in 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 continuous improvement of technical writing.

**YOUR QUALITIES**
- Resourcefulness;
- Solution-oriented;
- Developed sense of initiative;
- Attention to detail;
- Ability to navigate grey areas;
- Ability to explain complex concepts;
- Adaptability;
- Problem-solving skills;
- Autonomy;
- Good sense of organization and priority management;
- Team spirit;
- Good time management.

**SPECIFIC WORKING CONDITIONS**
- Provide technical support on-call during evenings and weekends;
- Frequent, but short, international business trips.

**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 ;
- Yearly budget for an inspiration account;
- Free access to Dialogue telemedicine servic