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 global leader in capturing and delivering cherished memories for guests at leading tourist attractions and entertainment venues. We combine cutting-edge technology with exceptional guest service to create personalized photo and video experiences that make people smile. Our innovative approach and commitment to excellence have made us a trusted partner for attractions worldwide.
About The Role
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.
Key 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.
The Technical Requirements
Level 1
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.
Level 2 (preferred)
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.
Desirable (Both Levels)
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.
The Non-Technical Requirements
Must be a self-starter and self-motivated to prioritize and initiate action against tickets and/or to escalate to the appropriate internal team
Advanced analytical skills and problem-solving skills
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
The ability to remain calm, open-minded, and professional in an occasionally stressful
and a demanding work environment with a wide variety of personalities
Acumen to perform remote support with internal customers when applicable
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
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