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System & Infrastructure Engineer Manager

Who are we?

Since we launched in Hong Kong in 2017, we’re now live in 13 locations and 5 countries around the world (we’re the #1 Activity in Hong Kong and Singapore on TripAdvisor, #1 VR place in China Shanghai on Dianping), and we’re quickly expanding. As a growing company we are looking for leaders who want to transform the entertainment industry and contribute to the cutting-edge experiences we are creating. We take pride in the relationships we are building within the community through innovation and providing a best-in-class experience for our guests. The opportunities within Sandbox VR are endless and we want you to be a part of this new world we are creating!

What will you be doing?

You’ll be responsible for providing the technical solutions for our system in terms of Windows, Networking or Hardware to existing stores and the new store build-out. Execute the system update to existing stores. Work smart and creative in a problem-solving environment. You will be taking care the following functional scopes:

· Provide technical solutions for the new store build-out. You will be able to talk to the hardware or software vendors to find out the solution.

· Ensure the system runs well in the retail store. You will 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 afterward.

· Arrange system test planning in terms of Windows/hardware firmware/bios version update or any other configuration of the system. Execute the updated plan to our Hong Kong store and all global stores.

· You'll be responsible for engaging our store teams and retail partners in live chat to gather necessary details and provide top-notch assistance. You’ll also be communicating with other internal team members on issues you encounter.

· You will document the details of your findings in our system to benefit other team members and contribute to future enhancements.

Who are we looking for?

• We're looking for 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.
• Someone who has good communication skills is resourceful, organized, and willing to learn is also a must. You will work independently in keeping track of issues and communicate professionally with retail staff in English.
• Help Desk, Customer Support or Technical Support experience preferred
• We’re making the holodeck real at Sandbox VR. We expect this to be a very competitive market, which means we have to innovate as a team. You should be open to researching and solving completely new technology challenges nobody has solved before.
• Experience leading a team. This role will manage 3 team members.

How can you really impress us?

If you’ve worked in support organizations that operate the technologies mentioned above, we’d love to hear about your experience when you had to be resourceful and creative to provide above-and-beyond assistance.

If you’ve worked in a start-up company, we are glad to hear about your experience and see how you bring that experience to us.

If you were a software engineer. You will love our product and accomplish your work more efficiently.

If you have experience in Datacenter management, IAAS or PAAS. We are interested in how you bring your idea to improve our infrastructure.

We are 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.