Technology Operations Senior Technician

Merlin Entertainments; Greater London; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Merlin Annual Passes

Private pension scheme

28 days holiday

Company bonus

Lego discount

On-site staff shop

Job summary

Merlin Entertainments in London is seeking an Executive Support Technician to deliver high-quality IT support for senior leaders, ensuring seamless technology experiences during meetings and events.

You will own meeting room technology, handle AV systems, and coordinate with vendors for upgrades, while promoting ITIL-aligned best practices and knowledge sharing across the team. This is a full-time role with flexibility for weekends and late evenings.

Qualifications

• VIP/executive IT support experience in a corporate environment.
• Strong AV/video conferencing knowledge and room hardware.
• Excellent communication, discretion and stakeholder management.
• Familiarity with ITIL processes.
• Experience supporting hybrid meetings and large events.

Responsibilities

• Provide white-glove IT support to executives across devices and connectivity.
• Set up and test AV for meetings and events, including Teams Rooms.
• Own meeting room technology and scheduling panels.
• Perform firmware updates and preventative maintenance on AV systems.

Skills

VIP IT support

AV systems

Microsoft Teams Rooms

Communication

Discretion

Tools

Logitech TAP

Rally Bar

Neat Boards

Job description

Location: London

Hours: 37.5 hours per week

Contract: Permanent - Salaried

Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Executive Support Technician provides high-quality, personalised technical support to senior executives and leadership teams. This role ensures seamless technology experiences for executive meetings and events, while maintaining and optimising meeting room equipment across the London office. Additionally, the role champions best practices and efficient use of technology across the executive team.

Responsibilities

• Deliver white-glove IT support to executives, ensuring rapid resolution of technical issues across devices, applications, and connectivity.
• Provide on-site and remote assistance for executive meetings, presentations, and events, including proactive setup and testing of AV and collaboration tools.
• Act as the primary point of contact for urgent executive technology needs, ensuring minimal disruption to business-critical activities.
• Maintain full ownership of meeting room technology, including video conferencing systems, interactive displays, audio equipment, and scheduling panels.
• Perform regular health checks, firmware updates, and preventative maintenance on AV systems (e.g., Logitech TAP, Rally Bar, Neat Boards).
• Coordinate with vendors and internal teams for upgrades, repairs, and optimisation of meeting room setups.
• Facilitate the effective utilisation of technology to optimise executive ways of working.
• Develop and implement standard operating procedures for meeting room technology and executive support.
• Share knowledge and train colleagues on best practices for AV and executive support to ensure consistency across the organisation.
• Respond promptly to technical incidents impacting executive meetings or VIP users, ensuring swift resolution and clear communication.
• Document issues and resolutions in line with ITIL best practices and internal standards.

Qualifications & Experience

• Proven experience in VIP or executive-level IT support within a corporate environment.
• Strong knowledge of AV systems, video conferencing platforms (Microsoft Teams Rooms), and meeting room hardware.
• Excellent communication and interpersonal skills, with the ability to work under pressure and maintain discretion.
• Familiarity with ITIL processes and enterprise collaboration tools.
• Ability to drive process improvements and efficiency initiatives.
• Experience supporting hybrid meetings and large-scale executive events.

Benefits

• '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 37.5 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.

Pay Range

Competitive