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    Field Support Technician - Orlando, United States - Magic Memories

    Magic Memories
    Magic Memories Orlando, United States

    3 weeks ago

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    Description
    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 industryMagic 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 FieldSupport Technician to join our teamThis position will be primarily avirtual/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-siteinstallations
    • Provide project updates to ensure up-to-date information is availableto the project team
      Coordinate 3rd party providers to handlephysical installations and provide assistancewith site configuration
    • Proactive end-to-end ownership
    • Complete all required documentationrequired for project completion
    Customer Support & Service Delivery:
    • Provide remote support, infrastructuremaintenance, diagnosis, and resolution for incident cases
    • Resolve required support queries, incidents, andproblems using the appropriate businessprocesses and resources
    • Monitor ticket queues to ensure benchmark SLAs are met for ticketresponse
    • Work in conjunction with the team toensure adequate coverage is maintained inaccordance with any SLAsand that support issues areresolved within the agreed resolutionbenchmark
    • Proactively deliver reports to Managementon incident and problem areas of the business
    • Offer solutions in a professional andproactive manner
    • Produce and maintain clear technicaldocumentation that defines siteconfigurations and how support issueshave 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 complexityrole is preferred
    • A proven track record with complex IT delivery through collaborative working in the Retail orTourism industries is preferred
    • Excellent interpersonal and communication skills with the ability to communicate atall levels (technical and non-technical) in both verbal and written communications
    • Demonstrated experience executing excellence with a customer-centricmindset
    • Demonstrated experience with contractor management is preferred
    **Hiring Immediately**

    Job Type: [Part Time or Full Time]

    Classification: [NON-EXEMPT]

    Compensation: [$24/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
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