IT Deployment & Reliability Specialist

Who We Are We’re Sandbox VR, the most advanced virtual reality experience in the world. Our mission is to bring people closer together through world-class immersive experiences. When guests step into one of our stores, our full-body motion tracking gear and Hollywood motion capture cameras make them the stars of their own movies. Groups freely roam our large-open “holodecks” together, relying on each other to succeed in social experiences. Whether it’s venturing into space, battling on the high seas, or surviving a zombie apocalypse, our experiences take our guests on a journey they won’t forget! Since launching in 2017, we’ve become the location-based VR industry leader.  As we continue to expand globally, there’s never been a better time to join the Sandbox VR team. We take pride in the relationships we are building within our communities by providing world-class experiences for our guests and our employees. Here, we value humility and have built a collaborative environment, ensuring that our guests, and our teammates all win collectively.  If this sounds interesting to you, we’d love you to join us, as we build the future of entertainment. Sandbox VR is looking for an IT Deployment & Reliability Specialist to assist with the management of all IT systems, software, and processes. This role will be primarily focused on store support and working closely with store teams to ensure all tech equipment remains operational, especially during store hours. Some tasks include the remediation of our fleet of servers, network equipment, mobile devices, VR equipment, laptops, and MDM. You will be the subject matter expert on all stores’ VR Gear, and will be the go-to person when our remote Tier 1 team needs assistance. You will also be responsible for updating and creating documentation, training Tier 1 staff as new product technologies become available, and ensuring tech issues are properly logged and solved in a timely manner. Sandbox VR is a global organization spanning multiple time zones and you will be responsible for technical reliability for all locations.

What You'll Do:

• Assist in remediation of all location hardware and software. You will be an expert on all store technologies
• Assist with managing a team of global T1 support personnel
• Monitor and maintain all computer systems and act as Tier 2 support if any store system goes down
• Responsible for servers, store networks, and all VR related equipment. This includes configuring any replacement equipment
• Assist with onboarding of new users to IT systems
• Keep inventory of all equipment, software, and license users across all systems
• Install, configure, and upgrade PC software
• Create and update technical documentation that is easy to digest, develop processes and collaborate to hand off said processes to peers/stakeholders
• Create reports based on captured tickets to find trends, and be able to come up with proactive solutions to recurring problems
• Assist in configuration and testing of MDM
• Participate in an on-call rotation. This job may require availability on nights and weekends

What We're Looking For:

• European or United Kingdom location-based (remote)
• 2+ years of experience in a tech support environment
• Bachelors degree in Information Systems or equivalent practical experience/certifications
• Retail store support experience is a plus!
Technical Knowledge & Experience
• You have technical experience in hardware/network installation or system deployment
• You are able to handle the technical requirements of a system deployment by yourself, including cabling, props/hardware assembling, building networks, and software installation
• You have experience with Windows 10 and 11 (and PC hardware), Mac (OSX and hardware), iOS and tablet hardware
• Knowledge of MDM solutions, A+ and NET+, Ubiquiti network, Github and the OSI model is a plus!
Communication Skills
• You have impeccable written and spoken English communication skills
• Comfortable communicating with a wide variety of stakeholders and teammates, including site owners, contractors, operational staff, and guests/VIPs
• Having verbal/writing skill in Chinese Mandarin or German is a plus!
Problem Solver
• You are able to solve challenges that you may encounter to store launches
• You are able to figure out solutions to new and unique challenges with limited support
Ability to Travel
• Willingness to travel to different countries 1-3 times per month
• The ability to travel up to 50% of your time is required

What We're Offering:

• 4% 401k match
• Significant equity grants in a rapidly growing organization
• Robust medical benefits
• Full remote work from any of our currently approved locations
• Generous internet & phone stipend