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.
What You Will Be Doing:
Responsible for providing the technical solutions for our system in terms of Windows, Networking or Hardware to our System & IT TeamProviding technical solutions for the System & IT Team as you will be talking to the hardware or software vendors to find out the solutionEnsure the system runs well in the retail store as you may occasionally be required to be on-call to provide the workaround solution to the technical support team and retail team for returning businessInvestigate and document permanent solutions afterwardArrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the systemParticipate and execute the updated plan to our Hong Kong stores and all global storesLeading and managing the Global IT Tier 1 and Tier 2 store support team to provide timely and effective solutions to technical issuesDeveloping and implementing IT support policies and procedures to ensure consistent service deliveryMonitoring the performance of IT systems to identify and resolve issues proactivelyCollaborating with other IT professionals and departments to align support services with broader IT and organizational goalsManaging the IT support ticketing system and ensuring issues are resolved within agreed service level agreements (SLAs)Providing training and support to IT staff and end-users to maximize the effective use of technologyConducting regular performance evaluations of IT support staff and offering feedback and development guidancePreparing and managing the budget for the IT support department, including forecasting and cost controlLead add support all new hardware and software deployment installations, including new store onsite deployments (global travel possible)Staying current with technology trends and advancements to recommend upgrades and new systems that will improve organizational efficiencyDeveloping and maintaining relationships with vendors and negotiating contracts for hardware, software, and support servicesCreating and maintaining documentation for IT systems, support processes, and user guides to facilitate knowledge sharing and efficient problem resolutionWhat We're Looking For:
2-5+ years experience working as a IT Systems Support ManagerBachelors degree in Information Systems or equivalent practical experience/certifications Someone who has a wide range of technical knowledge and skills for solving the technical issues in the store, including network infrastructure, workstation/laptop computers, Windows, platform developed by Sandbox VR and 3rd party applicationsWith the range of technologies to be supported, someone who is detail-minded is also required for correlating information/errors from logs and dashboards to conclude root cause analysis and derive solutions/workaroundSolid experience in server room facilities, servers, data cabling and communication networkExperience in system performance tuning and capacity planningAbility to remotely deploy, configure, and support operating systems on desktop, tablet, and mobileUnderstanding and appreciation for information security within systems and user devices Knowledge of MDM solutionsExperience with Windows 10 and 11 (and PC hardware), Mac (OSX and hardware), iOS and tablet hardwareMust know how to code, apply and troubleshoot Ansible playbooksWhat We're Offering:
4% 401k matchSignificant equity grants in a rapidly growing organizationRobust medical benefitsFull remote work from any of our currently approved US statesGenerous internet & phone stipend
Sandbox VR is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
