Technical Support Analyst

Accenture Flex is hiring a Technical Support Analyst to join an on-site team in Mountain View, CA. This mid-level Infra Managed Service role centers on supporting augmented reality devices through hands-on testing, hardware and software troubleshooting, and the creation of user documentation, while providing on-site assistance to users during programs and events. The position emphasizes collaboration with engineering teams to resolve issues and enhance device performance.

Responsibilities

• Test and validate new AR devices, ensure they function properly, and draft initial user documentation.
• Identify and log hardware or software issues for timely resolution.
• Work with engineering to fix problems and improve overall device performance.
• Prepare AR devices for programs such as user research, data collection, demos, and events.
• Install software, configure settings, and verify devices are ready for use.
• Provide on-site support during events and assist users with setup and operation of devices.
• Deliver prompt technical support to users of AR prototype hardware; troubleshoot and guide users to solutions.
• Respond to inquiries via email or in person; escalate complex issues to senior staff when needed.
• Develop and maintain comprehensive user support documentation for AR prototypes; create knowledge base articles, FAQs, and troubleshooting guides; ensure accuracy and accessibility.
• Develop scripts for device setup, diagnostics, and troubleshooting; automate tasks to improve efficiency.
• Contribute to the development of tools and resources for the technical support team.
• Triage hardware bugs, perform fault analysis, and identify root causes; manage the RMA process for defective devices.
• Coordinate with logistics and engineering to ensure timely resolution of hardware issues.

Requirements

• Minimum 1 year of work experience.
• Minimum 1 year of experience in a technical support role, preferably with hardware experience.
• High School Diploma or GED.

Technologies

• Python
• Bash
• MDM solutions

Benefits

• Medical, dental, vision, and long-term disability coverage
• 401(k) plan
• Paid time off
• World-class learning resources

Preferred Qualifications

• Experience with scripting languages such as Python and Bash
• Knowledge of networking concepts and troubleshooting techniques
• Familiarity with mobile device management (MDM) solutions
• Experience working in a research and development environment

Role Location Hourly Salary Range

• California: $30.13 to $40.13
• Cleveland: $30.13 to $40.13
• Colorado: $30.13 to $40.13
• District of Columbia: $30.13 to $40.13
• Illinois: $30.13 to $40.13
• Maine: $30.13 to $40.13
• Maryland: $30.13 to $40.13
• Massachusetts: $30.13 to $40.13
• Minnesota: $30.13 to $40.13
• New York: $30.13 to $40.13
• New Jersey: $30.13 to $40.13
• Virginia: $30.13 to $40.13
• Washington: $30.13 to $40.13