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Technical Support
| Company | Accenture |
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| Location | Mountain View, CA, USA |
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| Salary | $30.28 – $40.28 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Minimum 2 years of experience in a technical support role
- High School Diploma or GED
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Automate tasks to improve efficiency and reduce manual effort.
- Contribute to the development of tools and resources for the technical support team.
- 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.
Preferred Qualifications
- Associate’s degree or equivalent technical certification in Information Technology, Computer Science, or a related field.
- Experience with AR/VR technology is a plus.
- Familiarity with help desk ticketing systems and remote support tools.
- Strong technical aptitude and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to explain technical concepts clearly and concisely.
- Passion for customer service and commitment to user satisfaction.
- Ability to adapt to changing priorities and work in a fast-paced environment.
- 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.
