About the Role
Magic Memories is looking for a versatile and motivated Technical Support Specialist (Level 1/2) to join our dynamic global team. In this role, you will be the backbone of our technical operations, ensuring that our cutting-edge photo capture and retail systems run seamlessly to create unforgettable memories for guests at leading tourist attractions worldwide. This is a unique opportunity for a proactive problem-solver to work with specialized technology in a fast-paced, high-energy environment where innovation and guest experience are at the heart of everything we do.
As a key member of our technical department, you will bridge the gap between complex hardware installations and high-level software support. Whether you are troubleshooting network connectivity remotely or assisting with the deployment of new proprietary imaging systems, your work will directly impact the uptime and performance of our global partner sites. We are seeking a self-starter who thrives on variety, enjoys learning new technologies quickly, and possesses the communication skills to translate technical solutions into exceptional customer service experiences.
Key Responsibilities- Provide comprehensive Level 1 and Level 2 technical support for internal staff and external partners via phone, email, and ticketing systems.
- Troubleshoot and resolve hardware and software issues involving Windows OS, Linux distributions, specialized photo capture equipment, and POS peripherals.
- Monitor on-site system performance proactively to ensure maximum uptime and perform routine maintenance to prevent service interruptions.
- Assist in the full product lifecycle, including the testing, configuration, and remote or on-site deployment of new systems at partner venues.
- Develop and maintain high-quality technical documentation and standard operating procedures to ensure consistency and knowledge sharing across the team.
- Collaborate closely with internal development and engineering teams to escalate complex issues and contribute to product improvements.
- Maintain a high standard of security protocol adherence across all networked environments and physical installations.
- Level 1 Requirements: 0-2 years of experience in an IT helpdesk or technical support role with a solid understanding of Windows OS and basic networking.
- Level 2 Requirements: 2+ years of experience with demonstrated ability to handle advanced troubleshooting, system imaging, and configuration.
- Strong technical proficiency across LAN/WAN environments, TCP/IP, and remote support tools such as Zendesk, ConnectWise, or NinjaOne.
- Foundational knowledge of Debian-based Linux distributions and the ability to navigate command-line interfaces.
- Excellent analytical and problem-solving skills, with the ability to remain calm and professional in demanding, high-pressure environments.
- Exceptional communication skills with a drive to see technical issues through to complete resolution.
- Willingness to travel to partner locations as required and a valid driver's license for on-site support visits.
- Preferred: Experience with photography equipment, retail technology, or IT certifications such as CompTIA A+ or Network+.
- Competitive hourly compensation ranging from $24 to $26 per hour.
- The flexibility of a primarily home-based remote work environment combined with exciting travel opportunities.
- Opportunity to work with cutting-edge proprietary technology in the global tourism and entertainment industry.
- A fun, inclusive, and innovative company culture that prioritizes making people smile.
- Clear pathways for career advancement and professional growth within a global organization.
- Comprehensive support and a collaborative team environment that values learning and mentorship.