View on Remote OK
Roles
Compensation
USD 24 - 26
$24 - 26/hr. Competitive wages and incentives; retail team role.
- Salary period
- hourly
Benefits
- Competitive wages and incentives
- Opportunities for growth
- Supportive team
- Chance to make a real impact
- Great opportunities to expand retail and leadership experience
Tech stack
Required
Location
Orlando, FL
Work setup
- Employment
- full-time
- Level
- Junior, Mid-level
- Remote policy
- Remote OK; Work arrangement: Remote. Primarily work from home-based, but will require availability to travel to partner locations. Provide remote and on-site support as required.
- Remote scope
- unclear
- Travel
- Willingness to travel; availability to travel to partner locations for on-site support and installations.
Role details
Responsibilities
- Provide Level 1 and 2 technical support for internal users and external partners on 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.
Requirements
- 0-2 years of experience in a technical support or IT helpdesk role (Level 1).
- 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 (preferred Level 2).
- 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 (desirable).
- 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.
- 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.
- Ability to remain calm, open-minded, and professional in an occasionally stressful and demanding work environment.
- 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.
Application
Please mention the word EFFECTIVE and tag RMTM4LjIwMS4xMjYuMTgx when applying to show you read the job post completely (#RMTM4LjIwMS4xMjYuMTgx).
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- ats
Company context
delights and amazes guests by making people smile through capturing, creating, and sharing memories worldwide
- Product
- photo and video memory capture and storytelling products sold to guests
- Industry
- tourism and entertainment
Description
Magic Memories is a global leader in capturing and delivering cherished memories for guests at leading tourist attractions and entertainment venues, combining technology with guest service to create personalized photo and video experiences. About The Role We are seeking a motivated and versatile Level 1/2 Technical Support Specialist to join our team. The role ensures smooth operation of technical systems for internal staff and external partners. The candidate provides Level 1 and 2 technical support for hardware, software, and network systems, assists in testing/configuration/deployment of new products and systems, maintains on-site system uptime and performance, and creates/maintains support documentation and adheres to security protocols. Primarily work from home, but must be available to travel to partner locations as needed. Key Responsibilities - Provide Level 1 and 2 technical support for internal users and external partners on hardware, software, and network systems, including specialized photo capture and retail solutions. - Troubleshoot and resolve technical issues received via phone, email, or ticketing system; escalate complex problems as needed. - Assist in the full lifecycle of new products and systems (testing, configuration, deployment, and installation at partner sites). - Ensure optimal on-site system uptime and performance through proactive monitoring, routine maintenance, and troubleshooting. - Provide remote and on-site support as required. - Create and maintain comprehensive support documentation and ensure adherence to security protocols.
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