Support Technician Level 1-2 (Remote)

About Magic Memories

Magic Memories is a global leader specializing in creating joyful experiences by capturing and delivering treasured memories at prominent tourist and entertainment venues worldwide. Combining innovative technology with outstanding guest service, we develop personalized photo and video interactions designed to bring smiles to guests. Our dedication to quality and innovation has established us as a trusted partner across the industry.

Role Overview

We are looking to hire a dedicated and adaptable Support Technician at Level 1/2 to join our team. This position is key to maintaining seamless operation of our technical infrastructure for internal users and external partners. The successful candidate will actively troubleshoot, support, and enhance our hardware and software systems, contributing to new product rollouts and ensuring maximum system uptime at partner sites.

Key Responsibilities

• Deliver Level 1 and Level 2 technical assistance for internal teams and external partners concerning hardware, software, and network environments, including specialized photo capture and retail systems.
• Resolve and troubleshoot issues submitted via phone, email, or support tickets, escalating more complex challenges when necessary.
• Participate in the entire lifecycle of new product development, including testing, configuring, deploying, and installing solutions at partner locations.
• Proactively monitor systems on-site to maintain performance and uptime through routine maintenance and prompt problem resolution.
• Work primarily from home with potential travel requirements to partner venues for on-site support.
• Develop and maintain thorough support documentation, while ensuring compliance with security policies.

Technical Requirements

Level 1:

• Up to 2 years of experience in technical support or IT helpdesk roles.
• Fundamental knowledge of computer hardware, Windows operating systems, and networking principles.
• Quick learner able to follow established procedures efficiently.

Level 2 (Preferred):

• More than 2 years performing technical support at Level 2 with experience in advanced troubleshooting.
• Basic familiarity with Debian-based Linux distributions.
• Strong diagnostic skills for hardware (PCs, POS, peripherals), software (Windows OS, proprietary applications), and network systems (LAN/WAN, TCP/IP).
• Experience utilizing remote support tools and ticketing platforms such as Zendesk, ConnectWise, or NinjaOne.
• Knowledge of system deployment methods, imaging, and configuration management.

Additional Desired Skills (for all levels):

• Exposure to photography gear, point-of-sale systems, or retail technologies.
• Relevant IT certifications like CompTIA A+ and Network+.
• Awareness of cloud computing systems.
• Experience in tourism or entertainment sectors.
• Excellent communication and customer service capabilities.
• Ability to work autonomously and collaboratively within a team.
• Adaptiveness to a fast-changing work environment.
• Valid driver’s license and willingness to travel.

Non-Technical Skills

• Self-motivated with the ability to prioritize, act independently, and escalate issues appropriately.
• Advanced analytical and problem-solving skills.
• Efficient work habits geared toward minimizing downtime.
• Capable of designing, executing, and documenting effective technical procedures ensuring consistency and best practices.
• Maintains professionalism and composure in stressful and fast-paced scenarios involving diverse personalities.
• Proficient in remote support and internal communications tools such as Slack.
• Strong communication skills, both written and verbal.
• Confidence and drive to positively influence the team and operations.
• Highly organized with persistence to see tasks through to completion.
• Ability to meet deadlines, work within set timelines, and deliver quality outcomes.
• Team-oriented with a willingness to assist, share knowledge, document processes, and continue learning.

Why Work at Magic Memories?

• Join a fun, innovative, and global enterprise.
• Grow your career in a thriving industry.
• Engage with cutting-edge technology in tourism and entertainment.
• Collaborate with a supportive team and make a genuine impact.
• Immediate hiring opportunity.

Additional Details

Job type: Full-time, Non-exempt classification
Salary: $24 to $26 per hour
Work primarily remote with required travel
Equal Employment Opportunity employer committed to diversity and inclusion across all protected categories.