Hardware Prod Support Lead

Akkodis is seeking a Hardware Prod Support Lead for a Contract with a client in Austin, TX/Sunnyvale, CA. The ideal candidate responsible for managing hardware support tickets, remotely configuring devices, and ensuring timely resolution or replacement in line with SLAs.

Rate Range: $37/hour to $38/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

Hardware Prod Support Lead Job Responsibilities include:

• Troubleshoot and resolve hardware-related incidents by guiding store employees through standard diagnostic procedures.

• Identify whether issues require remote resolution or hardware replacement and take appropriate action.

• Configure and support devices such as cash drawers, receipt printers, and label printers remotely.

• Manage and prioritize multiple support tickets while ensuring SLA adherence and timely updates.

• Document troubleshooting steps, resolutions, and outcomes accurately within ticketing systems.

• Coordinate hardware replacement orders, track deliveries, and escalate complex or recurring issues to higher support teams.

 

Required Qualifications:

• Bachelor’s degree in information technology, Computer Science, Electronics, or a related field.

• 8–10 years of experience in hardware support, troubleshooting, or IT support roles.

• Strong expertise in diagnosing hardware issues and performing remote device configuration in a retail or distributed environment.

• Proven ability to handle multiple support tickets, maintain documentation, and communicate effectively with non-technical stakeholders while meeting SLA targets.

 

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Gopal.Gupta@akkodisgroup.com.

Pay Details: $37.00 to $38.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.