XR Lead Technician (London, UK)

We are seeking a full-time XR Lead Technician to work at our client's offices in London. As one of the World's leading tech companies, our client is well known for being a fast-paced working environment that adopts an innovative, dynamic, and social culture.

The role will involve working within the XR team managing the creation and distribution of content via multiple methods of outreach such as live streaming, online, and pre-records for PR/marketing. The ideal candidate will have knowledge of the XR landscape from a production or creative deployment perspective and exposure to high-profile projects. Experience using cloud-based production workflows and traditional AV workflows is a benefit.

The Day-to-Day

• Main point of contact for the regional market for all clients requesting technical XR event support.
• Responsible for reporting a number of data points during weekly, monthly, quarterly, and annual reviews for XR-related activities in line with SLAs.
• Communicates effectively to explain our services to technical and non-technical clients as needed.
• Educate and coach clients on XR capabilities across supported spaces in the region and any alternative options to support their requests.
• Provides operational and technical support for XR projects.
• Escalate equipment failures to appropriate teams and assist with the resolution as needed to maintain service levels.
• Schedules and manages all entries and updates on the technicians' calendars.
• Monitor cloud-based systems remotely and troubleshoot/escalate where necessary.
• Ensures that a balanced workload is triaged among technical staff, and notifies line manager of high-priority tasks or events.
• Takes on tasks in special projects or assignments as outlined by the supervisor and/or service delivery manager and executes them within the given timeline.
• Creates and executes technical plans and revises as appropriate to meet changing needs and requirements.
• Creation of SOP documents, completing detailed event reporting as well as utilizing the event ticketing system.
• Owns the technical support lifecycle and is responsible for managing technical risks throughout pre-production planning, execution, and post-event.
• Content assessments and management of content files for event delivery.
• Consistently delivers high-quality service to our clients and facilitates partners' tours of the space.
• Facilitates team and client meetings effectively.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.
• Assists with training of staff and improving their technical proficiency.

What You'll Need

• 7+ years of professional technical production experience.
• Experience managing a team of technical and creative people at varying levels.
• Able to operate or learn equipment to support streaming, Video Conferencing, Audio Conferencing, Local Audio Reinforcement, Video Technologies (including projection, switching, and formatting).
• Understanding and experience using various social products (i.e. Facebook Live, Instagram, IG Stories, Boomerang, etc.).
• Ability to communicate difficult/sensitive information tactfully.
• Excellent interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team.
• Web or Internet start-up environment and customer service experience are a plus.
• Self-starter can demonstrate learning and be open to learning.
• Organizational skills.
• Ability to take direction well.
• Asset workflow management experience a plus.
• Possesses significant knowledge of technical event support system architectures.
• Ability to travel domestic/international.
• Ability to mentor colleagues.

At Dreamtek, we embrace diversity in all its forms to help create an all-inclusive environment. The culture of our business is integral to how we operate and we feel this is the foundation to support greater innovation and creativity for not only Dreamtek but also all of our clients. We also feel strongly that this creates a warm and welcoming environment where you'll work alongside teams that share many of the same values. This doesn't just drive us, it defines us.

As an equal opportunities employer, all applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status, or disability status.