Support Technician – Level 1/2 (Remote/Virtual)

About the role

Magic Memories is looking for a motivated Support Technician to provide Level 1 and Level 2 technical assistance to internal users and external partners. The role is primarily remote, with occasional travel to partner sites for on‑site support and system installations.

Key responsibilities

• Deliver Level 1 and Level 2 support for hardware, software, and network systems, including specialized photo capture and retail solutions.
• Troubleshoot issues received via phone, email, or ticketing system and escalate complex problems when necessary.
• Assist in testing, configuring, deploying, and installing new products at partner locations.
• Monitor system uptime, perform routine maintenance, and resolve performance issues.
• Create and maintain comprehensive support documentation while adhering to security protocols.

Required profile

• 0‑2 years of experience for Level 1 or 2+ years for Level 2 technical support roles.
• Basic understanding of computer hardware, Windows operating systems, and networking concepts.
• Ability to learn new technologies quickly and follow documented procedures.
• Strong communication and customer‑service skills.

Required skills

• Windows OS
• Debian‑based Linux distributions
• Hardware troubleshooting (PCs, POS, peripherals)
• Networking (LAN/WAN, TCP/IP)
• Remote support tools (Zendesk, ConnectWise, NinjaOne)
• System deployment, imaging, and configuration
• Photography equipment and retail POS technology
• IT certifications (CompTIA A+, Network+)
• Familiarity with cloud systems