Merlin Entertainments is hiring: Senior IT Support Analyst in Village of Goshen

Overview

Join the Merlin Entertainments Digital & Data Team – where technology, data, and digital innovation meet magic!

At Merlin Entertainments, we\'re transforming the entertainment and hospitality industries through superb digital experiences. Our Digital & Data function connects our global technology estate, delivering digital experiences to enchant more than 60 million guests in over 20 countries, and supports every aspect of our business. We\'re on a mission to turn traditional theme park and hotel experiences into unforgettable moments that captivate guests worldwide.

Working with us means you could be pushing roller coasters to new heights, safeguarding sea life through optimised infrastructure, creating captivating mobile app and in-park interactions, improving global operations, or directly supporting guests by keeping attractions running smoothly.

If you\'re a hands-on IT Support Analyst that wants to be a key member of a local support operations team that covers IT operations for the largest remit in North America, with several new key residencies being added to remit in the next 30-60 days then do apply!

What you\'ll be doing

• Windows 10, Office 365, Point of Sale hardware (Aures), Adyen (credit card terminals), Intune, SCCM, Cisco networking, IOS and Android, cloud-based software (Simphony, accesso, Infor).
• Travel to our Midway attractions to deliver project and IT service related work.
• Work with the wider IT Team to provide first-class technical support to Merlin offices and attractions.
• Manage & prioritize workload to deliver operational excellence.
• Act as a point of escalation between the business and IT.
• Be available to support other attractions and offices when called upon.
• Identify and fix IT-related incidents, problems, and requests to agreed standards/SLA\’s using ServiceNow.
• Represent Merlin IT within the LegoLand Resort & other attractions, delivering first-class technology services to all staff based within the site.
• Collaborate with all Local Support Teams, Lead Local Support Analysts, and the Service Delivery Management team to develop and improve the IT Service provided to Merlin Businesses.
• Champion and promote Service Improvement on an ongoing basis to continually improve quality and user satisfaction with IT Services.
• Single point of ownership for effective provision of systems and services to customers.
• Travel to attractions as needed to provide on site expertise for break/fix as well as project work

What you\'ll have

• 4+ years experience working in an operation IT Support Analyst position, ideally at a senior level.
• Customer centric approach in order to provide a first class IT Support service to Merlin's
• Experience of acting as ‘Single Point of Contact’ for all IT requests and incidents.
• Strong knowledge and experience of Windows 10, Office 365, Teams/Sharepoint, Intunes, ServiceNow, SCCM, Digital Signage, IOS/Apple, basic Cisco networking and wifi, Point of Sale (POS)/Kiosks.
• Preferably holding qualifications in ITIL V4, Cisco or CCNA, CompTIA A+, CompTIA Net+ or CompTIA Sec+
• Degree qualified in an IT field or holding the relevant work experience.

Contact and recruitment

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

Unfortunately, due to the high volume of applications, not all applicants will receive feedback.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Entertainment Providers