Venue Systems & IT Support Engineer

Immersive Gamebox (IGB) is a fast-scaling location-based entertainment company redefining how people play together in the real world. We create immersive, social gaming experiences powered by proprietary technology and world-class content, partnering with major studios like Netflix, Sony and Paramount to bring globally loved IP to life.

With 35+ locations across the UK, US and internationally (and 100+ more opening by the end of 2027), 2M+ players and backing from tier-1 investors, our ambition is to become the world's leading immersive entertainment platform, with 500+ locations globally and experiences across film, TV, sport and music.

To date, we have:

• Raised $60m+ from top investors across the UK & US
• Welcomed over 2M players with 60,000+ 5 reviews (average 4.9/5)
• Launched major IP titles including Squid Game, Batman, Ghostbusters and Angry Birds, with more in the pipeline

THE ROLE

We run one of the largest deployed fleets of immersive hardware in the world: 250+ Gameboxes across several hardware generations, in our own venues and in partner venues. Every Gamebox that needs a physical fix comes to you, wherever it is and whatever generation it is. In close collaboration with the operations team, you decide what to repair, how and when. Repairs are planned rather than emergency call-outs, so there is little out-of-hours work.

On the IT side, you run our London office: around 40 people on Google Workspace and 1Password, plus their laptops, accounts and access. For them, you are IT support, end to end.

Next year we're rolling out a new modular Gamebox product to partner venues and building the software that lets a box run itself. Those teams can build because the estate is in your hands.

We're hiring a Venue Systems & IT Support Engineer to own the health of our estate and the IT our central team runs on.

WHAT SUCCESS LOOKS LIKE IN 12 MONTHS

• Third-line escalations per unit at or below today's baseline, and still falling
• Every unit on a scheduled preventative maintenance cycle, with completion tracked rather than remembered
• A legacy hardware programme (signage player replacement, OS upgrades on deployed compute) planned, costed and underway
• Third-line and IT response and resolution times measured, published and improvingCentral team IT satisfaction measured and improving
• Repeat faults documented well enough that support teams resolve them without escalating to you

WHERE THIS SITS

Reports to our SVP Technology and sits in the tech team, with a dotted line to our Venue Support Manager, who is accountable for overall estate health. You own the repair and maintenance part of that. You'll work day to day with our Venue Operations Centre (first- and second-line support) and our hardware and factory team. You won't own manufacturing, new-unit installation or partner relationships.

WHAT YOU'LL BE DOING

• Own the repair chain: from escalation to a unit back in service, with nothing stalling between steps
• Be the last line of escalation: venue servers and VMs, PCs, projectors, displays, tracking systems, signage, networking
• Get repairs done anywhere: on site across the UK; coordinated remotely through local contractors elsewhere
• Restart preventative maintenance: design the schedule, run it, make sure it happens
• Manage legacy hardware: OS upgrades and signage player replacement across older generations
• Run central IT: laptops, starters and leavers, accounts and access control
• Report on the estate: repair volume, fault patterns and resolution times
• Make fixes repeatable: document what you resolve, and use scripting and AI tools to diagnose faster
• ABOUT YOU
• You'd rather fix a problem for good than fix it twice
• You're as comfortable administering a corporate environment as you are with a screwdriver
• You can run a backlog on your own: decide what comes first and explain why
• You care that the end result is people playing in a working box

REQUIREMENTS

• Several years in third-line, field engineering or infrastructure support, with hands-on hardware responsibility
• Hardware fault-finding: diagnosing which device has failed (PCs, AV, displays, tracking systems, cabling) and swapping it out. No electronics or board-level repair
• Strong Linux and Windows administration, including in the field
• Networking fundamentals: switching, routing, DHCP/DNS, intermittent faults
• Full UK driving licence and willingness to travel to UK venues
• Right to work in the UK

NICE TO HAVE

• Scripting (Bash, PowerShell, Python) or Ansible
• Virtualisation (ESXi, VirtualBox, Proxmox or similar)
• Supporting a distributed estate of venues, kiosks or unattended equipment
• Running a preventative maintenance programme or asset register
• Leisure, entertainment, retail or hospitality experience

WHY JOIN US?

• Ownership: a new function with a clear mandate and a visible problem to fix
• Measurable impact: fewer escalations and a healthier estate, visible to everyone
• Variety: a laptop rollout one week, a projector swap in a venue the next
• Salary: £50–58k (depending on experience)
• Unlimited holiday
• Hybrid working: Monday to Thursday between our Southbank office and London factory, Fridays remote
• 30-min screening call with our SVP Technology
• Case study (60 min): we send you a brief on our current IT and third-line setup; you walk us through how you'd improve it over your first 12 months: what you'd attack first, the outcome you're going for and how you'd know it's working. We finish with a short technical discussion on diagnosing real faults from our estate
• Final interview with our technology leadership team