Role: Hardware Technician (High-End Computers)

Department: Service Centre/Hardware - Operations

Level: Mid-Level Technician

Office: Meptik

Reports into: Global Service Center Manager (US - LA)

ABOUT THE ROLE

The Hardware Technician is a crucial member of the Support, Operations, and Manufacturing Engineering teams. You'll play a key role in handling server returns and repairing customer servers to meet our high-quality standards. Your expertise in fault finding and debugging high-end computer hardware is vital. Additionally, you'll manage multiple repairs, stock, and support tickets simultaneously, both onsite and remotely. Collaboration with Manufacturing Engineering on projects and documentation preparation for suppliers is integral to the role. Furthermore, you'll provide insights to enhance system performance and support across diverse devices. Alongside operational tasks like inventory management and stock handling, you'll also need expertise in system upgrades, optimization, and desktop support for Windows and MacOS. Proficiency in managing laptops, desktops, and Macs is essential to enhance system performance and provide effective support across various devices. Lastly, this role requires knowledge in building and maintaining custom media server racks, incorporating a variety of audio, video, lighting, and other equipment.

ABOUT US

Join our team committed to offering industry-leading support and investing in your growth and development. If you're passionate about technology and dedicated to delivering top-notch service, we welcome you aboard.

KEY REQUIREMENTS / RESPONSIBILITIES

• Extensive hardware troubleshooting and diagnostic skills.
• Efficient management of repairs, stock, and support tasks.
• Expertise in servicing, maintaining, and building custom racks for media servers
• Proficiency in system upgrades, desktop support, and hardware maintenance for Windows and MacOS.
• Ability to optimize diverse devices for enhanced performance.
• Excellent communication, teamwork, and inventory management abilities.
• Knowledgeable in constructing and maintaining custom media server racks.
• Proficiency in purchasing, shipping, and inventory management procedures.
• Skilled in packing and creating spreadsheets for tracking purposes.

WHAT YOU WILL DO

• Conduct thorough repairs and upgrades for Disguise media servers.
• Prioritize repairs to meet Service Level Agreements.
• Create detailed repair reports and manage inventory.
• Assist customers with hardware issues and provide troubleshooting.
• Travel to customer sites for on-site repairs and upgrades.
• Drive continuous improvement in customer service and team support.
• Maintain internal documentation and escalate critical issues.
• Provide feedback on hardware issues and oversee server rack maintenance.
• Execute system upgrades, optimize performance, and offer desktop support.
• Manage procurement processes, coordinate shipping logistics, and track inventory levels.
• Pack and prepare hardware components for shipment and utilize spreadsheets for tracking.

About Meptik:

Meptik is the one-stop shop for bridging realities.

We help our clients build their next virtual production powerhouse, fuel it with stunning virtual sets, deliver in-camera visual effects on set, and create immersive audience experiences.

As one of the most experienced teams in the industry, we have the creative vision and, as part of Disguise, access to the latest Emmy-award-winning tech to help clients Upset Reality™. We've done it for big and small productions, corporate clients, major film studios, broadcasts, and live events.

Clients can work with us throughout their entire creative journey, or let us be part of their next visual masterpiece.

About Disguise:

Building on our two-decade legacy in the live event space, where our workflow has powered global concert tours for artists like U2 and Beyoncé, festivals like Coachella and Glastonbury and theater productions like Frozen and Harry Potter, we are also now leading the way in Extended Reality (xR) for remote Virtual Production.

Our award-winning xR workflow has enabled over 300 productions in the past 12 months, for music artists such as Katy Perry and Billie Eilish, broadcast TV channels like ITV and Eurosport, enterprise businesses like SAP and Siemens, educational institutions like the University of Michigan and notable VFX studios like Framestore and DNEG.

We partner closely with Epic Games, NVIDIA, Netflix and many more to further develop and democratize our virtual production solution and enable teams anywhere to create their best story with the most innovative tools.

With offices in London, LA, Auckland, Hong Kong, Shanghai, Seoul and Tokyo, we are a fast-growing company that hires bright, creative, talented individuals across the world to push the boundaries of visual experiences and build lasting relationships with our community.

We were delighted to be recognized as one of the Financial Times’ top 1000 fastest growing businesses for 2021. Watch our showreel to see just some of the incredible work of how Disguise products are used

Our Values

• Honest. Transparency and integrity are core to how we approach each other and our work at Disguise. Our culture relies on clear, courageous conversations and proactively sharing feedback with the intent to help each other and the business to grow.
• Evolutionary. We are always seeking to be even better. We push the limits of what is possible so both our technology and our Disguisers stay ahead of the game.
• Fearless. Innovation and a pioneering attitude are key to our success. Disguisers are empowered to experiment, work autonomously and grow from their experiences.
• Resilient. Disguisers are determined to succeed and will not give up when things get tough. We are committed to doing what is right, rather than what is easy, and will adapt to finding the best path forward.
• Belong. We are committed to being the difference. Every Disguiser has a role to play in creating an inclusive environment where people belong and can do their best work every day.

Our benefits

We want to make sure we attract and retain the best talent out there. For permanent Disguisers globally, some of our benefits and perks include:

• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Gig Allowance - £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries
• Flexible hours - some people start work at 10am, and others begin at 7am and finish earlier. Create a pattern that works for your team and for you
• Hybrid working between home and our offices (dependent on role and location)
• Long Service Awards (3, 5, 10 years)
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Mental health and wellbeing support - subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance Programmes
• Training, coaching & mentoring

Health and pension benefits vary based on local requirements.

Don’t Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.