Are you ready to bring your IT expertise to a world filled with fun and unforgettable experiences?

Merlin Entertainments is seeking a Senior IT Support Lead Technician to join our team at LEGOLAND NY in Goshen supporting our iconic attractions across the Northeast. This onsite role is perfect for a hands-on, solutions-driven professional who thrives in a dynamic environment.

This is a fully onsite position with a need for availability on weekends and holidays as needed and able to travel about 25% of the time including internationally.

Responsibilities

• Work with the IT Manager to ensure that Technology remains fully available and resilient, so customers / guests have a memorable day visiting our attractions.
• Work with the wider IT Team to provide first class technical support to Merlin offices and attractions within region
• Collaborate with global teams to identify and fix incidents and to prevent reoccurrences.
• Ensure service requests and incidents are resolved in a timely manner
• Delivery key parts of major projects on time and to standard.
• Lead the onboarding of new technologies and become the subject matter expert including writing knowledge base articles
• Form part of an incident response team in the event of a higher priority escalation.
• Proactive problem management ensuring that reoccurring incidents are resolved
• Mentor Technical Analysts in specific technologies
• Be the subject matter expert for local site knowledge – be the face of IT.
• Create and maintain shifts to ensure support is available when required.
• Manage & prioritize workload to deliver operational excellence.

Qualifications

• 4 years’ experience working in a 2^nd or 3^rd line support environment
• Technical Skills – Windows 10, Office 365, Teams/SharePoint, Intunes, ServiceNow, SCCM, Digital Signage, IOS/Apple, basic Cisco networking and Wi-Fi, Point of Sale (POS)/Kiosks.
• Strong communication skills with the ability to multi task
• ITIL Foundation is a plus!
• Microsoft365 Certified Modern Desktop Administrator Associate Certification is a plus!

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities