Infrastructure Support Analyst

Join us at Merlin Entertainments as we transform the future of digital guest experiences across our iconic global attractions.

The Infrastructure Support Analyst is responsible for supporting the day-to-day operations and maintenance of IT infrastructure services within the EU region. Reporting to the Infrastructure Team Lead, the Infrastructure Support Analyst ensures the stability and reliability of critical infrastructure systems, including networking, servers, and storage. This role involves troubleshooting, system monitoring, and collaborating with other teams to deliver exceptional service and meet operational objectives.

Experience and Qualifications

• Minimum 1+ years of experience in IT support or infrastructure management, with firsthand experience in maintaining IT systems.
• Knowledge of IT systems, including servers, networks, storage, and other infrastructure components.
• Experience with IT service management platforms, such as ServiceNow, for incident tracking and service requests.
• Microsoft Azure Fundamentals certification or Microsoft Certified: Windows Server Hybrid Administrator Associate.
• ITIL Foundation certification or equivalent experience preferred.

Skills and Competencies

• Technical Expertise : understanding of infrastructure components and systems, including networking, servers, and storage technologies.
• Problem-Solving : strong analytical skills to diagnose and resolve technical issues efficiently.
• Communication : clear and effective communication skills, both verbal and written, to collaborate with internal teams and stakeholders.
• Team Collaboration : ability to work as part of a team, assisting colleagues and sharing knowledge where necessary.
• Attention to Detail : careful attention to system configurations and troubleshooting activities to ensure accurate and effective support.
• Adaptability : ability to manage changing priorities and adapt to modern technologies in a fast-paced environment.

Merlin Values

We Care

• Go beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.

Own Your Craft

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both the industry and the broader world to keep at the forefront of entertainment.

Drive and Discover

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

Go Together

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to gain experience and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.