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.
\n- Responsible for providing the technical solutions for our system in terms of Windows, Networking or Hardware to our System & IT Team
- Providing technical solutions for the System & IT Team as you will be talking to the hardware or software vendors to find out the solution
- Ensure 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 business
- Investigate and document permanent solutions afterwardArrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the system
- Participate and execute the updated plan to our Hong Kong stores and all global stores
- Leading and managing the Global IT Tier 1 and Tier 2 store support team to provide timely and effective solutions to technical issues
- Developing and implementing IT support policies and procedures to ensure consistent service delivery
- Monitoring the performance of IT systems to identify and resolve issues proactively
- Collaborating with other IT professionals and departments to align support services with broader IT and organizational goals
- Managing 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 technology
- Conducting regular performance evaluations of IT support staff and offering feedback and development guidance
- Preparing and managing the budget for the IT support department, including forecasting and cost control
- Lead 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 efficiency
- Developing and maintaining relationships with vendors and negotiating contracts for hardware, software, and support services
- Creating and maintaining documentation for IT systems, support processes, and user guides to facilitate knowledge sharing and efficient problem resolution
- 2-5+ years experience working as a IT Systems Support Manager
- Bachelors 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 applications
- With 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/workaround
- Solid experience in server room facilities, servers, data cabling and communication network
- Experience in system performance tuning and capacity planning
- Ability 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 solutions
- Experience with Windows 10 and 11 (and PC hardware), Mac (OSX and hardware), iOS and tablet hardware
- Must know how to code, apply and troubleshoot Ansible playbooks
- 4% 401k match
- Significant equity grants in a rapidly growing organization
- Robust medical benefits
- Full remote work from any of our currently approved US states
- Generous 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.
