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

Gardaland Resort; Lazise; In loco; EUR 28.000 - 38.000; Tempo pieno

Vantaggi offerti da questo lavoro

Magic Pass

Sconti F&B e Retail

Mensa aziendale

Descrizione del lavoro

Gardaland Resort cerca un Tecnico delle Operazioni Tecnologiche per fornire un servizio IT di eccellenza, garantire continuità operativa e risolvere problemi tecnici nell’area assegnata. Riporta al Technology Operations Manager e funge da primo punto di contatto per richieste di assistenza.

Richiesta una solida competenza tecnica, problem solving e orientamento al cliente. Il ruolo prevede supporto a progetti IT locali, test e distribuzione di aggiornamenti, con opportunità di crescita

Competenze

• Minimum 2+ anni di esperienza in IT support o ruolo analogo.
• Conoscenza di sistemi IT tra cui EUC, POS e infrastruttura di rete.
• Conoscenza di piattaforme ITSM come ServiceNow.
• ITIL Foundation o equivalente preferito.

Mansioni

• Risoluzione incidenti e richieste di servizio entro SLA concordati.
• Gestione escalation verso il Technology Operations Manager o team centrali.
• Monitoraggio e manutenzione proattiva dei sistemi IT.
• Documentazione accurata di incidenti e risoluzioni nel sistema ITSM.
• Attuazione conforme all’ITIL nelle operazioni di service delivery.
• Collaborare con Service Desk globale per allineamento del servizio.
• Condurre comunicazioni chiare con stakeholder e utenti finali.
• Supportare progetti IT locali, testare e distribuire nuovi sistemi.

Conoscenze

Problem solving

Customer service

Communication

Team collaboration

Adaptability

Formazione

ITIL Foundation

Strumenti

ServiceNow

Descrizione del lavoro

Ruoli e responsabilità

Merlin 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.

Key Accountabilities

Service Delivery and Support

• Incident ResolutionRespond to and resolve technical incidents and service requests within agreed service levels.
• Escalation ManagementEscalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution.
• Monitoring and Maintenance
• Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
• Documentation. Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.
• ITIL Framework. Execute service delivery operations in accordance with the ITIL Framework.

Operational Excellence

• Service Desk CollaborationAct as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
• Policy AdherenceEnsure compliance with Merlin Technology policies and procedures in daily operations.
• Performance MetricsTrack and report key performance indicators to support continuous improvement initiatives.

Stakeholder Engagement

• Customer ServiceDeliver exceptional support to internal stakeholders, maintaining strong working relationships across teams.
• CommunicationProvide clear and timely updates to stakeholders on the status of incidents and requests.

Project Support

• Project AssistanceSupport the implementation of local IT projects, ensuring alignment with organisational objectives and timelines.
• Testing and DeploymentAssist with testing and deploying new systems, applications, and updates.

Continuous Improvement

• Proactive Problem-Solving Identify opportunities to improve service delivery and share recommendations with the Technology Operations Manager.
• Skill Development Stay current with technology trends and participate in training to enhance technical knowledge.

Critical Interfaces (WHO DO you work with)

Interfacing Role (Who you work with)

Nature of Interface (What you work on)

Technology Operations Manager

Reporting, escalation handling, and operational alignment.

End Users and Stakeholders

First-line support and customer service,

Central Technology Teams

Issue escalation to appropriate team for advice or resolution

Global Service Desk

Collaboration to ensure service continuity.

Qualifiche ed esperienza

Experience and Qualifications

• 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.

Skills and Competencies

• Problem-Solving: Analytical approach to identifying root causes and implementing effective solutions.
• Customer Service: Commitment to delivering high-quality support and maintaining positive stakeholder relationships.
• Communication: Excellent verbal and written communication skills, with the ability to effectively interact with senior leadership and employees at all levels.
• Team Collaboration: Ability to work as part of a team while also operating independently when required.
• Adaptability: Flexibility to manage changing priorities and dynamic operational demands.

Benefici

Sarai 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.

Sistema 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.

Durante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff.

Avrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin.

Potrai usufruire di sconti nei punti F&B e Retail presenti all'interno del Resort.

Per 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

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