Onsite Technical Support Associate Manager

Job description

Career Track: Accenture Technology
Role: Onsite Technical Support Manager
Location: Austin, TX

Join Accenture Technology and you'll work alongside fellow industry experts to lead transformational projects and define cutting edge solutions, solving our client's most complex issues. And because our clients span the full range of industries - Including 94 of the Fortune 100 - you'll have the opportunity to pursue your passion, hone your expertise and deepen your knowledge.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Job Description:
Accenture is now looking for a great talent to join our team as an Onsite Technical Support Manager. Based in the city of Austin, our Onsite Technical Support Manager will primarily provide direct and remote 1 st and 2 nd line IT support for Accenture staff situated in and around the Austin offices and various client sites.

Role Details:
Included, but are not limited to, receiving and responding to requests for technical assistance with Accenture hardware and software, managing/assisting with inventory using asset tracking software, and ensuring proper documentation, tracking, escalation, follow-up, and resolution of all incidents. They will exhibit proficient technical skills and excellent customer service focus in daily responsibilities, and maintain Accenture's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing IT solutions.
Additionally, this person will assist with monitoring and compliance with Client Data Protection processes and coordinate CDP activities across teams.

Primary Responsibilities:
· Provide technical support for software applications including Apple OS X, Microsoft Office, Adobe Creative Cloud and other Apple Mac software
· Deploy workstations and software according to Company standards
· Provide support, help and advice to users on Accenture and Accenture's IT environment
· Investigate root cause of incidents, document and communicate any identified fixes or workarounds to Accenture team
· Manage access to Accenture online systems; end user accounts, permissions, access rights, and storage allocations
· Ensure timely user notification of maintenance requirements and effects on system
availability
· Assist with IT purchases and maintain inventory of all hardware and software
· Effective asset management, ensuring that all Accenture owned asset are accurately tracked, updated and secure
· Anticipate, mitigate, identify, troubleshoot, implement preventive measures and resolve hardware and software problems of Accenture systems
· Effective utilization and management of third party hardware support solution/s
· Proactive championing and understanding of CIO products and services
· Ensure that incident tracking tickets are kept updated with status/ex; escalate when appropriate to ensure availability and good working conditions of all equipment
· Manage and assist in tracking of user access / permissions / licenses for internal applications by creating and maintaining access logs
· Develop and maintain proficiency in USTS standard incident tracking system. Stay current with information in the knowledge databases, websites and other information sources.
· Seek opportunities to improve knowledge, skills, and performance
· Demonstrate initiative and maintain a high degree of professional conduct at all times
· Schedule and perform technology upgrades
· Provide cross team support for all job responsibilities
· Pursue USTS first level certification status in relevant technologies

Desired profile

Qualifications :

Basic Qualifications:
·  Minimum experience of 3 year working in a corporate IT environment
·  Minimum experience of 2 years with Microsoft operating systems
·  Minimum experience of 2 years with Apple operating systems
·  Minimum experience of 2 years with Microsoft Outlook
Professional Skills:
·  Strong service support orientation.
·  Proven analytical and problem-solving abilities.
·  Ability to effectively prioritize and execute tasks in a constantly changing environment.
·  Strong interpersonal and oral communication skills.
·  Adept at reading, writing, and interpreting technical documentation and procedure manuals.
·  Ability to conduct research into hardware and software issues and products as required.
·  Ability to present ideas and solutions in non-technical, user-friendly language.
·  Highly self-motivated and directed.
·  Keen attention to detail.
·  Skilled at working within a team-oriented, collaborative environment
·  Fluent English, written and spoken

Technical Skills:
·  Hands-on knowledge of Apple Mac OS X (WORKING EXPERIENCE REQUIRED) and Windows 7, 8 and 10 (optional)
·  Knowledge of Microsoft Office, Skype for Business and Outlook for Mac and Windows
·  Knowledge of mobile devices across multiple platforms
·  Understanding of laptop/desktop hardware and related troubleshooting
·  Understanding of IT security fundamentals
·  Understanding of networking fundamentals
·  Understanding of Data & Voice Network Services

Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.