Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Technology Operations Technician is responsible for providing first-class technology service delivery, ensuring operational continuity and resolving technical issues across their assigned area. Reporting to the Technology Operations Manager, the Technician acts as the first point of contact for technical support, manages service requests, and contributes to the successful implementation of IT projects. This role requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

Key Accountabilities

Service Delivery and Support

• Incident Resolution
  Respond to and resolve technical incidents and service requests within agreed service levels.
• Escalation Management
  Escalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution.
• Monitoring and Maintenance
• Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
• Documentation. Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.
• ITIL Framework. Execute service delivery operations in accordance with the ITIL Framework.

Operational Excellence

• Service Desk Collaboration
  Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
• Policy Adherence
  Ensure compliance with Merlin Technology policies and procedures in daily operations.
• Performance Metrics
  Track and report key performance indicators to support continuous improvement initiatives.

Stakeholder Engagement

• Customer Service
  Deliver exceptional support to internal stakeholders, maintaining strong working relationships across teams.
• Communication
  Provide clear and timely updates to stakeholders on the status of incidents and requests.

Project Support

• Project Assistance
  Support the implementation of local IT projects, ensuring alignment with organisational objectives and timelines.
• Testing and Deployment
  Assist with testing and deploying new systems, applications, and updates.

Continuous Improvement

• Proactive Problem-Solving
  Identify opportunities to improve service delivery and share recommendations with the Technology Operations Manager.
• Skill Development
  Stay current with technology trends and participate in training to enhance technical knowledge.

Critical Interfaces (WHO DO you work with)

Experience and Qualifications

• Minimum 2+ years of experience in IT support or a similar role.
• Strong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure.
• Familiarity with IT service management platforms, such as ServiceNow.
• ITIL Foundation certification or equivalent experience preferred.
• Experience in troubleshooting and resolving technical issues in a timely manner.
• Strong knowledge of IT systems and tools to resolve a wide range of technical issues.

Skills and Competencies

• Problem-Solving: Analytical approach to identifying root causes and implementing effective solutions.
• Customer Service: Commitment to delivering high-quality support and maintaining positive stakeholder relationships.
• Communication: Excellent verbal and written communication skills, with the ability to effectively interact with senior leadership and employees at all levels.
• Team Collaboration: Ability to work as part of a team while also operating independently when required.
• Adaptability: Flexibility to manage changing priorities and dynamic operational demands.

Sarai inserito/a in un gruppo di lavoro allegro, capace e coinvolgente, che ti darà la formazione necessaria per svolgere al meglio le tue attività. Offriamo un contratto di lavoro  full time a tempo indeterminato.

Sistema incentivante STAR, pensato per favorire la collaborazione ed il riconoscimento tra colleghi, che prevede che ogni mese i dipendenti meritevoli, proprio su indicazione del Team, ricevano un premio economico e una sorpresa dedicata.

Durante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff.

Avrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin.

Potrai usufruire di sconti nei punti F&B e Retail presenti all'interno del Resort.

Per la tua pausa avrai la possibilità di usufruire della mensa aziendale con un piccolo importo  o di acquistare il tuo pasto in uno dei punti vendita ad un prezzo agevolato

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