IT Deployment and Reliability Specialist

Summary

Join Sandbox VR as an IT Deployment & Reliability Specialist and contribute to the management of all IT systems, software, and processes across our global locations. This role focuses on store support, ensuring operational tech equipment, especially during store hours. You will be the subject matter expert on all stores’ VR Gear, providing support to the remote Tier 1 team. Responsibilities include remediation of hardware and software, managing a global support team, maintaining computer systems, and creating technical documentation. The position requires experience in a tech support environment, a Bachelor's degree or equivalent, and the ability to travel extensively. Sandbox VR offers competitive compensation, robust benefits, and the opportunity to work remotely.

Requirements

• 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
• 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
• 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
• 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
• Willingness to travel to different countries 1-3 times per month
• The ability to travel up to 50% of your time is required

Responsibilities

• Assist in remediation of all location hardware and software
• 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

Preferred Qualifications

• Retail store support experience is a plus!
• Knowledge of MDM solutions, A+ and NET+, Ubiquiti network, Github and the OSI model is a plus!
• Having verbal/writing skill in Chinese Mandarin or German is a plus!

Benefits

• 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
• ��33,013 - £44,664 a year