Associate Application Support Engineer - Universal Kids Resort

JOB SUMMARY

Responsible for providing onsite support for all technologies utilized within a New Ventures specific site location. In this role, the Associate Application Support Engineer will be involved in troubleshooting, testing, repairing, and servicing our network, hardware and software at Universal Kids Resort. Responsible for day-to-day operations, site operating, application support and maintenance for all technology needs, including any special event support.

Accountable for addressing network, hardware, and software support needs to include Food/Beverage/Retail POS, Ticketing and Hotel technologies and will ensure incidents are addressed within Service Level Agreements. Supports basic network troubleshooting including testing ports, repairing cables and wall jacks, and configuring network ports for our end point technology. Partners with Global Digital & Technology teams for enterprise solutions and escalated support needs.

• Supports infrastructure requests and analysis of issues including network, LAN and Wi-Fi. Troubleshoots and triages data connections, installation, repair, and termination of data jack and cabling, performing wireless surveys, and port identification, and IP Phone installation. Escalates and updates incidents as per documented Service Level Agreements to support the daily operation.
• Supports on-site software, applications and platforms to include Food/Beverage/Retail POS, Ticketing, and Hotel technologies as well as associated hardware and handheld devices. Performs the installation, configuration, repair and troubleshooting of POS, handheld devices, workforce management/time management systems, payment devices, access control systems, and ticketing hardware.
• Performs basic PC and Mac hardware support. Repairs and provides maintenance including troubleshooting, configuration, incident analysis and resolution of PC, MAC, Printers, and other computer peripherals. Troubleshoots and triages onsite production incidents. Utilizes problem management and request-for-service systems to receive work assignments and to input resolution of work assignments.
• Partners with Digital & Technology teams for deployment cycle requests and enterprise platforms. Escalates new software/platform issues to New Ventures D&T teams to ensure software enhancements and mitigations for future locations.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and Team Member involvement activities.
• Perform other duties as assigned.

• Individual Contributor

• Job requires 24x7 support, either on-call and/or on-site. Regular on-call rotation duty is expected.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Basic knowledge of computer networks, wireless networks, Internet services, etc. and computer hardware, PCs, MACs, POS, workstations, handheld devices, etc.
• Experience with network, LAN and Wi-Fi infrastructure.
• Strong communication skills and customer service mindset.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

• Associate degree or Technical school is preferred.

• 2+ years of experience network support, technology operations, field services, or PC related support is required; or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE.