• Senior IT Support Lead Technician

    LEGOLAND (Goshen, NY)


    What you'll bring to the team

     

    Qualifications & Experience

     

    Are you ready to bring your IT expertise to a world filled with fun and unforgettable experiences?

     

    Merlin Entertainments is seeking a **Senior IT Support Lead Technician** to join our team at **LEGOLAND NY in Goshen** supporting our iconic attractions across the Northeast. This onsite role is perfect for a hands-on, solutions-driven professional who thrives in a dynamic environment.

     

    This is a **fully onsite position** with a need for availability on weekends and holidays as needed and able to travel about 25% of the time including internationally.

    Responsibilities

    + Work with the IT Manager to ensure that Technology remains fully available and resilient, so customers / guests have a memorable day visiting our attractions.

    + Work with the wider IT Team to provide first class technical support to Merlin offices and attractions within region

    + Collaborate with global teams to identify and fix incidents and to prevent reoccurrences.

    + Ensure service requests and incidents are resolved in a timely manner

    + Delivery key parts of major projects on time and to standard.

    + Lead the onboarding of new technologies and become the subject matter expert including writing knowledge base articles

    + Form part of an incident response team in the event of a higher priority escalation.

    + Proactive problem management ensuring that reoccurring incidents are resolved

    + Mentor Technical Analysts in specific technologies

    + Be the subject matter expert for local site knowledge – be the face of IT.

    + Create and maintain shifts to ensure support is available when required.

    + Manage & prioritize workload to deliver operational excellence.

    Qualifications

    + 4 years’ experience working in a 2 nd or 3 rd line support environment

    + Technical Skills – Windows 10, Office 365, Teams/SharePoint, Intunes, ServiceNow, SCCM, Digital Signage, IOS/Apple, basic Cisco networking and Wi-Fi, Point of Sale (POS)/Kiosks.

    + Strong communication skills with the ability to multi task

    + ITIL Foundation is a plus!

    + Microsoft365 Certified Modern Desktop Administrator Associate Certification is a plus!

     

    Benefits

    Benefits of Merlin Entertainments

    + Excellent health care options (medical, dental, and vision that encourage preventative care).

    + Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.

    + Merlin Magic Pass for friends and family to enjoy the parks & attractions

    + Recognition Programs and Rewards

    + 401(k) program with company match

    + Tuition reimbursement programs

    + Numerous learning and advancement opportunities

     

    Pay Range

     

    USD $34.94/Hr.

     

    Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/9504/senior-it-support-lead-technician/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

     

    At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

     

    Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

     

    **Location (Country-State-City)** _US-NY-Goshen_

    **Job ID** _2025-9504_

    **Employment Type** _Full-Time_

    **Offer/Contract Type** _At Will (US Only)_

    **Location Name** _LEGOLAND New York_