End User Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an End User Support Specialist based in Canada.

This is a hands-on remote support role focused on delivering a smooth and reliable experience for VR end-users.
You will provide Tier 1 technical assistance while managing the full operational lifecycle of replacement and newly deployed Quest devices.
From device configuration and provisioning to shipping, returns, and inventory tracking, you will help ensure every deployment runs efficiently.
You will troubleshoot hardware, software, connectivity, and access issues while keeping users informed and supported throughout the process.
The role combines technical support, customer service, device logistics, and detailed asset management.
You will collaborate closely with internal support and engineering teams, escalating complex issues and contributing to better support processes.
This is an excellent opportunity for an organized, customer-focused professional interested in immersive technology and remote technical operations.

• Configure, provision, and prepare Quest VR devices for deployment to end-users, ensuring devices are ready for reliable use.
• Manage the dispatch and shipment of new and replacement VR devices, including tracking, documentation, and coordination of delivery activities.
• Provide responsive Tier 1 support through phone, email, and ticketing channels, addressing common technical and operational issues.
• Troubleshoot basic hardware, software, connectivity, and user-access problems while guiding users toward effective resolutions.
• Support end-users with device setup, usage instructions, troubleshooting steps, and recommended best practices.
• Coordinate device returns and replacements while keeping inventory records and asset information accurate and up to date.
• Escalate more complex technical issues to Tier 2 or engineering teams, providing clear documentation and relevant troubleshooting information.
• Maintain accurate support tickets, asset logs, shipping records, and other operational documentation.
• Assist internal teams with VR device logistics, onboarding activities, and end-user deployment requirements.
• Contribute to user guides, FAQs, standard operating procedures, and other resources that improve support efficiency and consistency.

Requirements

• 1–3 years of experience in end-user support, help desk, technical support, or a comparable customer-facing technology role.
• Experience supporting hardware devices and end-users in a production or operational environment.
• Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues efficiently.
• Customer-focused approach with the ability to remain professional, patient, and helpful when assisting users with technical challenges.
• Comfortable providing technical support by phone, email, and ticket-based systems.
• Familiarity with ticketing platforms and asset or inventory management tools.
• Strong organizational and time-management skills, with the ability to manage multiple requests and priorities while maintaining attention to detail.
• Excellent written and verbal communication skills, including the ability to document technical information clearly.
• Ability to work independently while collaborating effectively with internal support, engineering, and operational teams.
• Experience with VR devices, particularly Quest or similar platforms, is an advantage.
• Knowledge of device provisioning, mobile device management (MDM), or hardware deployment workflows is a plus.
• Experience with shipping logistics, inventory coordination, SaaS platforms, or user-access management is beneficial.

Benefits

• Salary: CAD $40,000–$45,000 annually , with final compensation based on factors such as experience, education, technical skills, market conditions, geography, and internal equity.
• Health coverage: Comprehensive health and dental insurance.
• Insurance: Life insurance coverage.
• Retirement: RRSP benefits.
• Remote work: Work-from-home opportunities with available remote options.
• Career development: Opportunities for professional growth and career advancement.
• Collaborative culture: A supportive, inclusive, and team-oriented working environment.
• Immersive technology exposure: Opportunity to work directly with VR hardware, device deployment, and emerging immersive technology solutions.