Support Technician – Level 1 - 2 (Remote/Virtual)

Magic Memories•Orlando, FL

6d•Remote

About The Position

We are seeking a motivated and versatile Level 1/2 Technical Support Specialist to join our dynamic team. This role is crucial in ensuring the smooth operation of our technical systems for both internal staff and external partners. The ideal candidate will be a proactive problem-solver with a passion for technology, capable of providing excellent customer service, assisting in the development and deployment of new products and systems, and maintaining optimal uptime and performance for our on-site installations. At Magic Memories you will be a part of a retail team that will capture fun, interactive moments of guests at diverse attractions. These are published via both print and digital formats into storytelling products and then sold to our guests. We offer a fun job with great opportunities to expand your retail and leadership experience with a company that encourages growth and advancement! We offer competitive wages and incentives too! 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 of capturing, creating, and sharing memories worldwide. For over 20 years our company has offered retail professionals with great opportunities that encourage growth and advancement in our expanding enterprise.

Requirements

0-2 years of experience in a technical support or IT helpdesk role.
Basic understanding of computer hardware, Windows OS, and networking.
Ability to learn new technologies quickly and follow documented procedures.
2+ years of experience in a technical support role with demonstrated L2 tasks.
Basic understanding of Debian Based Linux Distributions.
Strong troubleshooting across hardware (PCs, POS, peripherals), software (Windows OS, proprietary apps), and network environments (LAN/WAN, TCP/IP).
Experience with remote support tools and ticketing systems (e.g., Zendesk, ConnectWise, NinjaOne).
Familiarity with system deployment, imaging, and configuration.
Experience with photography equipment, POS systems, or retail technology.
IT certifications (e.g., CompTIA A+, Network+).
Familiarity with cloud systems.
Experience working in the tourism or entertainment industry.
Excellent communication, customer service, and problem-solving skills.
Ability to work effectively both independently and as part of a team.
Adaptable and able to thrive in a fast-paced, evolving environment.
Valid driver's license; willingness to travel.
Advanced analytical skills and problem-solving skills.
The ability to remain calm, open-minded, and professional in an occasionally stressful and a demanding work environment with a wide variety of personalities.
Excellent communication skills, both written and verbal.
Comfort with consistent chat platform usage (Slack).
Strong personal confidence with a drive to make a positive impact.

Responsibilities

Provide Level 1 and 2 technical support for internal users and external partners on our hardware, software, and network systems, including specialized photo capture and retail solutions.
Troubleshoot and resolve technical issues received via phone, email, or ticketing system, escalating complex problems as needed.
Assist in the full lifecycle of new products and systems, from testing and configuration to deployment and installation at partner sites.
Ensure optimal on-site system uptime and performance through proactive monitoring, routine maintenance, and troubleshooting.
Primarily work from home-based, but will require availability to travel to partner locations.
Provide remote and on-site support as required.
Create and maintain comprehensive support documentation and ensure adherence to security protocols.
Must be a self-starter and self-motivated to prioritize and initiate action against tickets and/or to escalate to the appropriate internal team.
Work efficiently and expediently to minimize outages.
Demonstrable ability to design and implement highly effective technical procedures (and documentation thereof) to help deliver best practices, consistency, and repeatability.
Perform remote support with internal customers when applicable.
Organization and tenacity to see issues through to resolution.
Working within agreed-upon timelines and deadlines; delivering excellent results with a clear timeline in place.
Team-focused; a willingness to partner, teach, document, and learn.