Technology Operations Technician - South Europe (based in Gardaland-Italy)

ph3Ruoli e responsabilità /h3 pMerlin 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. /p h3Key Accountabilities /h3 h3Service Delivery and Support /h3 ul liIncident ResolutionRespond to and resolve technical incidents and service requests within agreed service levels. /li liEscalation ManagementEscalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution. /li liMonitoring and Maintenance /li liProactively monitor IT systems and services, identifying and resolving potential issues before they impact operations. /li liDocumentation. Maintain accurate records of incidents, service requests, and resolutions in the IT service management system. /li liITIL Framework. Execute service delivery operations in accordance with the ITIL Framework. /li /ul h3Operational Excellence /h3 ul liService Desk CollaborationAct as the local liaison for the Global Service Desk, ensuring alignment and continuity of service. /li liPolicy AdherenceEnsure compliance with Merlin Technology policies and procedures in daily operations. /li liPerformance MetricsTrack and report key performance indicators to support continuous improvement initiatives. /li /ul h3Stakeholder Engagement /h3 ul liCustomer ServiceDeliver exceptional support to internal stakeholders, maintaining strong working relationships across teams. /li liCommunicationProvide clear and timely updates to stakeholders on the status of incidents and requests. /li /ul h3Project Support /h3 ul liProject AssistanceSupport the implementation of local IT projects, ensuring alignment with organisational objectives and timelines. /li liTesting and DeploymentAssist with testing and deploying new systems, applications, and updates. /li /ul h3Continuous Improvement /h3 ul liProactive Problem-Solving Identify opportunities to improve service delivery and share recommendations with the Technology Operations Manager. /li liSkill Development Stay current with technology trends and participate in training to enhance technical knowledge. /li /ul h3Critical Interfaces (WHO DO you work with) /h3 pInterfacing Role (Who you work with) /p pNature of Interface (What you work on) /p pTechnology Operations Manager /p pReporting, escalation handling, and operational alignment. /p pEnd Users and Stakeholders /p pFirst-line support and customer service, /p pCentral Technology Teams /p pIssue escalation to appropriate team for advice or resolution /p pGlobal Service Desk /p pCollaboration to ensure service continuity. /p h3Qualifiche ed esperienza /h3 h3Experience and Qualifications /h3 ul liMinimum 2+ years of experience in IT support or a similar role. /li liStrong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure. /li liFamiliarity with IT service management platforms, such as ServiceNow. /li liITIL Foundation certification or equivalent experience preferred. /li liExperience in troubleshooting and resolving technical issues in a timely manner. /li liStrong knowledge of IT systems and tools to resolve a wide range of technical issues. /li /ul h3Skills and Competencies /h3 ul libProblem-Solving: /b Analytical approach to identifying root causes and implementing effective solutions. /li libCustomer Service: /b Commitment to delivering high-quality support and maintaining positive stakeholder relationships. /li libCommunication: /bExcellent verbal and written communication skills, with the ability to effectively interact with senior leadership and employees at all levels. /li libTeam Collaboration: /b Ability to work as part of a team while also operating independently when required. /li libAdaptability: /b Flexibility to manage changing priorities and dynamic operational demands. /li /ul h3Benefici /h3 pSarai 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. /p pSistema 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. /p pDurante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff. /p pAvrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin. /p pPotrai usufruire di sconti nei punti FB e Retail presenti all'interno del Resort. /p pPer 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 /p p#LI-IM1 /p h3Fascia di retribuzione /h3 Competitive /p #J-18808-Ljbffr