Support Technician – Level 1 - 2 (Remote/Virtual)

**WE MAKE PEOPLE SMILE** Magic Memories is a company that delights and amazes guests on the simple but universal concept of making people smile, and has driven that concept into its product, service, and innovation philosophy. Magic Memories is a global leader in capturing and delivering cherished memories for guests at leading tourist attractions and entertainment venues. We combine cutting\-edge technology with exceptional guest service to create personalized photo and video experiences that make people smile. Our innovative approach and commitment to excellence have made us a trusted partner for attractions worldwide. **ABOUT THE ROLE** We are seeking a motivated and versatile Level 1/2 Technical Support Specialist to join our dynamic team. This role is crucial in ensuring the smooth operation of our technical systems for both internal staff and external partners. The ideal candidate will be a proactive problem\-solver with a passion for technology, capable of providing excellent customer service, assisting in the development and deployment of new products and systems, and maintaining optimal uptime and performance for our on\-site installations. **Key Responsibilities:** * Provide Level 1 and 2 technical support for internal users and external partners on our 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. **The Technical Requirements:** **Level 1:** * 0\-2 years of experience in a technical support or IT helpdesk role. * Basic understanding of computer hardware, Windows OS, and networking. * Ability to learn new technologies quickly and follow documented procedures. **Level 2 (preferred):** * 2\+ years of experience in a technical support role with demonstrated L2 tasks. * 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. **Desirable (Both Levels):** * Experience with photography equipment, POS systems, or retail technology. * IT certifications (e.g., CompTIA A\+, Network\+).