Field Support Technician

WE MAKE PEOPLE SMILE

Magic Memories is a company that delights and amazes guests on the simple but universal concept of making people smile, and has driven that concept into its product, service, and innovation philosophy.

Magic Memories is a recognized global leader in its market space. Our company focus and primary business domain are within the live entertainment / destination resorts tourism industry! Magic Memories, its owners, and investors are known for its strong track record of successful business ventures in a variety of business domains.

We strive toward innovation and forward-thinking in an established legacy business with pivoting technological advancements.

Long-standing partner relationships within the tourism space, as well as a track record of success and profitability, provide a stable environment for innovation, new ideas, and continued growth!

We are looking for an innovative Field Support Technician to join our team! This position will be primarily a virtual / remote-based role reporting into our Orlando, FL office.

The Field Support Technician role is accountable for the installation and support of our site partners and attractions.

This includes ownership of :

• Installation and configuration of systems, both at site locations and remotely
• System issues reported by partner attractions
• Following projects as they are planned to make sure on-site delivery is successful
• Ensuring service tickets for the region are completed in a timely manner and escalated

when appropriate

Success in this role will be broadly defined by achieving :

• In-depth working knowledge of the product, infrastructure, and operational environments
• A focus on supporting internal and external partners in order to meet the objectives of Magic Memories
• Exceptional customer service skills and advanced technical knowledge to support the delivery of business-critical projects

Key Responsibilities for the Field Support Technician :

Site Installation :

• Coordinate Travel and Delivery of installations with the VP of Tech Ops
• Travel to site locations to deliver on-site installations
• Provide project updates to ensure up-to-date information is available to the project team

Coordinate 3rd party providers to handle physical installations and provide assistance with site configuration

• Proactive end-to-end ownership
• Complete all required documentation required for project completion

Customer Support & Service Delivery :

• Provide remote support, infrastructure maintenance, diagnosis, and resolution for incident cases
• Resolve required support queries, incidents, and problems using the appropriate business processes and resources
• Monitor ticket queues to ensure benchmark SLAs are met for ticket response
• Work in conjunction with the team to ensure adequate coverage is maintained in accordance with any SLAs and that support issues are resolved within the agreed resolution benchmark
• Proactively deliver reports to Management on incident and problem areas of the business
• Offer solutions in a professional and proactive manner
• Produce and maintain clear technical documentation that defines site configurations and how support issues have been resolved

The Technical Requirements :

• Experience in technical support roles (SysAdmin / SRE / similar)
• Strong Windows systems administration - Primarily Windows 10 (some Windows 7)
• In-depth familiarity with modern ticketing systems; ConnectWise and JIRA system knowledge a plus
• Deployments upgrades / new installations of gear, hardware, and software (internally developed)
• Familiarity with basic data security methodologies and concerns
• Familiarity with photography gear is a plus

The Non-Technical Requirements :

• Experience in Technical Service Operations, IT Service Delivery, or equivalent
• Demonstrated experience working in a Senior IT Service Engineering or related complexity role is preferred
• A proven track record with complex IT delivery through collaborative working in the Retail or Tourism industries is preferred
• Excellent interpersonal and communication skills with the ability to communicate at all levels (technical and non-technical) in both verbal and written communications
• Demonstrated experience executing excellence with a customer-centric mindset
• Demonstrated experience with contractor management is preferred

Hiring Immediately

Job Type : Part Time or Full Time

Classification : NON-EXEMPT

Compensation : $TBD / hr - $TBD / hr

About Magic Memories :

Since its inception in 1995, the company has grown to more than 2,200 employees in 185 attractions in 10 countries across the United States, Canada, United Kingdom, Europe, China, United Arab Emirates, Australia and New Zealand.

EQUAL EMPLOYMENT OPPORTUNITY Magic Memories is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran’s status, or any other factor that is a prohibited consideration under applicable law.

Magic Memories’ diversity and inclusion practices have been recognized through being named as the 2017 winner of the Emerging category of the YWCA Equal Pay Awards!