Technical and Logistics Support Analyst - 6340652

About the role

This role is 100% onsite at the client's office in San Jose, CA.

Responsibilities

• Logistics Support (Primary Focus):
  • Receive shipments (cardboard and wooden crate packages) via mailroom and loading dock.
  • Process packages by inspecting returned devices for damage and returning them to warehouse inventory for distribution.
  • Create and maintain records in the asset tracking tool for new and existing AR devices.
  • Provide written and face-to-face support for processing device requests, including local pick-up and local returns.
  • Follow up on pending approvals, pick-ups, and delivery confirmations.
  • Prepare and ship packages domestically and internationally, ensuring safe transportation of devices in compliance with Dangerous Goods certifications (e.g., lithium battery shipping).
  • Provide shipping labels to requestors for return shipping.
  • Manage the device loan library, ensuring devices are properly tracked, maintained, and distributed to users.
• Technical Support (Secondary Focus):
  • Prepare AR devices by flashing specific builds, installing software, configuring settings, and ensuring devices are ready for use.
  • Troubleshoot hardware and software issues for AR devices via playbooks, and assess for new solutions.
  • Provide remote and in-person technical support for users, including during events, demos, and user research studies.
  • Develop and maintain comprehensive user support documentation, capturing new steps and solutions as devices and builds are rolled out.
  • Troubleshoot and resolve data collection issues on devices and data machines.
  • Contribute to the creation of diagnostic tools, scripts, and automated processes for logistics and technical support.
  • Triage hardware bugs, conduct fault analysis, and identify root causes.
  • Manage the RMA (Return Merchandise Authorization) process for defective devices and collaborate with logistics and engineering teams for resolution.
• Additional Responsibilities:
  • Assist with testing and validation of new AR devices to ensure functionality and quality.
  • Identify and document hardware or software issues and collaborate with engineering teams to improve device performance.
  • Provide on-site support during events and assist users with device setup and operation.

Qualifications

• Minimum 1 year of experience in a technical support role, preferably with hardware experience.
• Familiarity with help desk ticketing systems and remote support tools.
• High School Diploma or GED.

Preferred Qualifications

• Experience with AR VR technology is a plus.

Pay

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

Schedule

This role is 100% onsite at the client's office in San Jose, CA.