Technology Operations Technician

Job Description

What you'll bring to the team

Technology Operations Technician

Location: London

Hours: 40 hours per week

Contract: Permanent - Salaried

The ROC Operations Analyst is responsible for providing first-class digital and data service delivery, ensuring operational continuity and resolving technical issues across their assigned area. Reporting to the ROC Team Manager, the Operations Analyst 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.

Responsibilities:

Service Delivery & Support

• Resolve technical incidents and service requests within agreed SLAs, delivering prompt and effective support.
• Escalate complex issues to the ROC Team Manager or specialist technical teams to ensure swift resolution.
• Proactively monitor IT systems to identify and address potential issues before they impact business operations.
• Maintain accurate and detailed documentation for incidents, service requests, and resolutions.

Operational Excellence

• Work closely with the Global Service Desk to ensure consistent, high‑quality service for all users.
• Adhere to all Merlin Technology policies, procedures, and compliance standards.
• Track and report key performance metrics to support continuous service improvement.

Stakeholder Engagement

• Provide outstanding customer service to internal teams, building strong and positive working relationships.
• Communicate clearly and proactively with stakeholders regarding the progress and status of incidents and requests.

Project Support

• Assist with the delivery of local IT projects, ensuring alignment with organisational objectives and timelines.
• Support testing and deployment activities for new systems, applications, and updates.

Continuous Improvement

• Identify opportunities to enhance IT services and share recommendations with the ROC Team Manager.
• Stay up to date with emerging technologies and participate in ongoing training to grow your technical skillset.

Qualifications & Experience

• 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.

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

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive