Technology Operations Senior Technician

Location: THORPE PARK Resort, KT16 8PN

Hours: 40 hours per week Mon - Sun 

Contract: Permanent - Salaried

Applications Close: 12th December 

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.

This role will be focused on supporting the needs of Thorpe Park and will require the right person to be based onsite.

Responsibilities:

• Respond to and resolve technical incidents and service requests within agreed service levels.
• Escalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution. Be a point of escalation for more complex issues for Technology Operations Technicians.
• Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
• Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.
• Mentor and coach junior technicians, fostering a culture of excellence and knowledge sharing.
• Execute service delivery operations in accordance with the ITIL Framework.
• Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
• Provide clear and timely updates to stakeholders on the status of incidents and requests.
• Support the implementation of local IT projects, ensuring alignment with organisational objectives and timelines.

• 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.

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

This role is a full-time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.

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.