Technical Support Engineer - BYU-Pathway Worldwide

The Church of Jesus Christ of Latter-day Saints•Salt Lake, UT

About The Position

The Technical Support Engineer provides technical assistance to clients, troubleshoots issues, and ensures timely resolution of technical problems. The role requires a strong technical background, excellent communication skills, and a passion for helping others.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant technical experience of 6 or more years may be substituted.
At least 2 years of experience in technical support or a similar role.
Strong knowledge of operating systems (Windows, macOS, Linux) and networking concepts.
Proficiency in troubleshooting hardware and software issues.
Experience with remote support tools and ticketing systems.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work independently and as part of a team.
Customer-focused mindset and commitment to providing exceptional service.

Responsibilities

Provide technical support to clients via phone, email, and chat.
Diagnose and troubleshoot hardware and software issues.
Assist clients with installation, configuration, and ongoing usability of system hardware and software.
Document and track customer issues using a ticketing system.
Escalate complex issues to higher-level support or engineering teams as needed.
Collaborate with other team members to resolve customer issues efficiently.
Develop and maintain technical documentation and knowledge base articles.
Stay up to date with the latest technology trends and product updates.
Provide training and guidance to clients on product features and best practices.
Participate in an on-call rotation to provide after-hours support as needed.