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Senior Support Manager and Office Systems Administrator

hace 2 meses

Barcelona, Barcelona, España Univr A tiempo completo
About the Role

We are seeking a highly skilled and experienced Senior Support Manager and Office Systems Administrator to join our team at Univr. As a key member of our technical leadership team, you will play a pivotal role in ensuring the seamless operation of our location-based VR installations and internal IT infrastructure.

Key Responsibilities
  • Technical Support Leadership:
    • Lead and mentor a support team responsible for resolving software, hardware, and staff misprocesses issues at client venues.
    • Prioritize and manage support requests, ensuring timely and effective resolution.
    • Create and update user manuals for the local teams managing the experiences.
    • Collaborate with the development and QA teams to escalate and address complex technical issues.
    • Document issues and provide reporting to the project managers and product and content teams.
    • Develop best practices.
  • Client Relationship Management:
    • Act as a point of contact for high-level technical escalations and engage with clients to ensure their satisfaction and resolution of issues.
    • Collaborate with the product and studio teams to gather client feedback for continuous software and content improvement.
  • Office Sysadmin Leadership:
    • Oversee the office sysadmin team responsible for maintaining internal IT infrastructure, including servers, networks, and workstations.
    • Implement and enforce security measures to protect company data and ensure compliance with industry standards.
  • Systems Maintenance and Optimization:
    • Develop and implement processes for proactive monitoring and maintenance of VR installations and internal systems.
    • Identify opportunities for system optimization and implement improvements to enhance overall performance.
  • Team Development and Training:
    • Conduct regular performance evaluations and provide guidance for professional development to both the support and sysadmin teams.
  • Continuous Improvement:
    • Drive initiatives for continuous improvement in both support and sysadmin functions, identifying areas for process enhancement and efficiency.
Requirements
  • Bachelor's degree in computer science, information technology, or a related field.
  • Proven experience (5+ years) in technical support, preferably in VR or gaming industry.
  • Strong leadership skills with experience managing technical teams.
  • In-depth knowledge of Unity and VR technologies.
  • Solid understanding of IT infrastructure and systems administration.
  • Excellent communication skills with the ability to engage with clients and internal stakeholders.
Language Requirements

Must have an excellent level of Spanish and at least intermediate level of English.