AV Production Support Analyst

About the role:
The role encompasses the passion and creativity of production, in combination with the expertise of audio-visual equipment and technology, to ensure a successful production. The role oversees the operational setup of the production control room and oversee the troubleshooting of all aspects of the client's production facilities and control rooms. Candidates should be punctual, trustworthy, and able to work independently, managing their time and priorities. Additionally, they must be strong team players who are able to work closely with other support team members and possess a highly proactive "can-do" attitude. This position reports to the Employee Technology Support Manager in Toronto.
Requirements:

• 3+ years of experience in event production, broadcast, video production, or another similar field
• 2+ years of experience in onsite, virtual, and hybrid live events.
• Studio production and event experience
• Experience with control room equipment including video switchers, audio consoles, and robotic cameras
• Knowledge of virtual production and meeting platforms i.e. Zoom, Teams, or similar platforms
• Experience with Ross, Vmix and or/similar production environments and video switchers
• Experience with audio production systems including Yamaha audio consoles, Dante audio routing, Shure microphones, and intercom systems.
• Service Desk experience in a large corporate environment
• Customer service experience, including telephone, email, ticketing, and face to face support in a busy environment
• Windows and Mac support, virtual desktops, printers, iOS devices
• Maintain and improve our knowledge bases, both internal and customer-facing, modulating communication based upon the skill level of your audience
• Leadership and project management skills a plus

Duties:

• Oversee the setup, and configuration of all necessary control room elements to ensure a high- quality event for client productions.
• Provide day-to-day operational support and monitoring of AV equipment including Zoom rooms.
• Fulfill event production including but not limited to:
• Technical direction, Audio mixing, Robotic cameras, Virtual platforms, Graphics, Streaming, Lighting presets, Teleprompter
• Providing excellent customer service to our employees; by phone, email or at our Service Bar
• Ticket management support for our employees within required SLAs
• Hardware and software support (PC, Virtual and MAC)
• Working with the team leader to provide continual service improvement of our service desk processes and knowledge base
• Ability to quickly acquire an understanding of a technical issue and identify practical resolution options,
• Assess competing priorities, own issues to resolution
• Previous experience with problem solving in a troubleshooting environment
• Maintain asset management database

Qualifications:

• Bachelor's degree 3.5-4.0 GPA (preferred in technology)
• Certificates are an advantage
• Strong written and oral communication skills
• Understanding of ITIL framework (option

100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.