Technical Operations Specialist

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events.

Role: Technical Operations Specialist UK

Department: Service Centre Team -  Customer Excellence

Office: London

 Reports into: Global Service Centre Manager (based in LA)

We are seeking a versatile and detail-oriented Technical Operations Specialist / Hardware Technician to join our fast-paced and collaborative team. In this hybrid role, you'll operate at the intersection of hands-on hardware diagnostics and broader technical operations. You'll play a key role in managing customer server returns, performing repairs, and supporting internal systems and hardware infrastructure.

Beyond repair and maintenance, you'll contribute to operational excellence by overseeing stock management, procurement, shipping logistics, and technical documentation. You'll also support internal teams, assist in system upgrades and optimizations, and maintain custom media server racks across varied A/V setups. Your ability to juggle support tickets, inventory tracking, on-site troubleshooting, and cross-functional collaboration will be critical to success.

KEY RESPONSIBILITIES

• Diagnose, repair, and upgrade Disguise media servers and custom hardware systems.
• Maintain and repair custom Disguise media server racks 
• Manage support tickets, prioritize repairs against SLAs, and escalate issues as needed.
• Maintain and track inventory using spreadsheets and internal tools.
• Prepare and pack hardware components for shipment; coordinate logistics with shipping partners.
• Collaborate with Manufacturing Engineering on documentation and supplier-facing materials.
• Support the Customer Excellence & Support teams through collaborative technical problem solving and by travelling to customer sites for on-site repairs & upgrades.
• Execute procurement processes, manage stock levels, and monitor incoming/outgoing assets.
• Support internal IT infrastructure and contribute to system reliability and efficiency improvements.
• Create and maintain repair logs, technical documentation, and troubleshooting guides.
• Support our service centre partnership partners with technical guidance and operational coordination.
• Assist in the rollout and scaling of new service centre partnerships across regions.
• Provide technical assistance to service and integration partners within our global network.
• Deliver training sessions to upskill service centre partners on hardware diagnostics and repair processes.

REQUIRED EXPERIENCE

• 3+ years of hands-on experience in hardware repair, diagnostics, or a technical support role.
• Proven experience with desktop support (Windows), including system upgrades and performance tuning.
• Prior work involving media server racks, A/V hardware, or related technical equipment.
• Experience working with or supporting hardware service centers, technical vendors, or third-party repair networks.
• Background in managing procurement, inventory tracking, and logistics operations.
• Familiarity with using ticketing systems and documentation tools (e.g., Jira, Zendesk, Confluence, Google Workspace).
• Experience delivering technical training or onboarding sessions, especially in a   partner or customer-facing capacity.
• Comfortable working in fast-paced, multi-project environments with cross-functional teams.
• Bonus: Experience in a broadcast, live events, or entertainment technology settings

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment. 

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. 

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency. 
• Evolutionary. We innovate using our user's ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it's right, not where it's simplest.
• Resilience. We don't give up until we find the right solution, even if it means going outside our remit.
• Belong.  We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies -  including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring