Opportunities at Craft portfolio companies


Technical Reliability Specialist

Sandbox VR

Sandbox VR

Hong Kong
Posted on Tuesday, April 11, 2023
Who We Are
We’re Sandbox VR, and we’re the most advanced virtual reality experience in the world. Our mission is to bring people closer together through world-class immersive experiences. With our Hollywood motion capture cameras, 3D body trackers, and haptic suits, we’re operating the next generation of cinemas - where our guests are the stars of their own movies. Venturing into space? You got it. Channeling your inner pirate? Absolutely. Need to get some steps but hate the gym? Our experiences definitely get our guests moving.
Since we launched in Hong Kong in 2017, we’re now live in 34 locations and 7 countries around the world. (We’re the #1 Activity in Hong Kong and Singapore on TripAdvisor, and are averaging 4.8/5 stars on our Google reviews across all US locations). Oh, did we mention we're rapidly expanding? We want you to be a part of our journey and help us build this new world!
Sandbox VR is looking for a Store 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 store 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 new T1 staff as they are onboarded, and ensuring tech issues are properly logged and solved in a timely manner. Sandbox VR is a global organisation spanning multiple time zones and you will be responsible for store reliability for all locations.


  • Assist in remediation of all location hardware and software. You will be an expert on all store technologies.
  • Assist with managing a team of 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 process and collaborate to hand off said process 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 requires availability on nights and weekends!
  • This role may require travel for store support but is considered remote

The Experience We Are Looking For

  • 2+ years of experience in a tech support environment is required, vendor coordination is a plus
  • Resourcefulness and a quick-thinking nature to troubleshoot and analyse new or critical technical issues as they arise
  • Ability to educate staff on tech
  • Ability to deploy, configure, and support operating systems on desktop, tablet, and mobile.
  • Understanding and appreciation for information security within systems and user devices
  • A BS/BA degree in Information Systems or equivalent practical experience/certifications. A+ and NET+ are a plus
  • Knowledge of Ubiquiti is a plus
  • Knowledge of MDM solutions
  • Experience with Windows 10 or 11 (and PC hardware), Mac (OSX and hardware), iOS and tablet hardware.
  • General knowledge of networking protocols
  • Familiarity with Github and the OSI model is a plus
  • Self-motivated, independent, collaborative, and a proactive thinker focused on impact
  • Strong drive to provide excellent customer service, with an awareness of prioritisation of tasks, stakeholders, budget, and time
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.