Technical Support Analyst

About the role

Accenture Flex offers local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

Responsibilities

• Device Testing & Validation: Assist with review of new AR devices to ensure functionality and quality and to develop initial user documentation. Identify and document any hardware or software issues. Collaborate with engineering teams to resolve issues and improve device performance.
• Device Preparation & Support: Prepare AR devices for various programs, including user research studies, data collection, demos and events. Install software, configure settings, and ensure devices are ready for use. Provide on-site support during events/demos and assist users with device setup and operation.
• User Support & Troubleshooting: Provide prompt and effective technical support to users of AR prototype hardware. Troubleshoot hardware and software issues, diagnose problems, and guide users to solutions. Respond to user inquiries via email or in person. Escalate complex issues to senior technical staff as needed.
• Documentation & Knowledge Management: Develop and maintain comprehensive user support documentation for all AR prototypes. Create knowledge base articles, FAQs, and troubleshooting guides. Ensure documentation is accurate, up-to-date, and easily accessible to users. Develop scripts for device setup, diagnostics, and troubleshooting.
• Script Development: Automate tasks to improve efficiency and reduce manual effort. Contribute to the development of tools and resources for the technical support team.
• Hardware Issue Management: Triage hardware bugs, conduct fault analysis, and identify root causes. Manage the RMA (Return Merchandise Authorization) process for defective devices. Collaborate with logistics and engineering teams to ensure timely resolution of hardware issues.

Qualifications

• Minimum 1 year of work experience
• Minimum 1 year of experience in a technical support role, preferably with hardware experience
• High School Diploma / GED
• Experience with scripting languages e.g., Python, Bash
• Knowledge of networking concepts and troubleshooting techniques
• Familiarity with mobile device management MDM solutions
• Experience working in a research and development environment

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 in San Jose, CA

Benefits

Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here: Accenture Flex Jobs Role Location Hourly Salary Range

Contact Information

If you are requesting an accommodation, please contact us at 1 (877) 889-9009 or email_address. For details, view a copy of the Accenture Equal Opportunity Statement. For more information on how we process your data during the Recruiting and Hiring process, please refer to our Recruiting and Hiring Statement.