Technical Support Engineer - BYU-Pathway Worldwide

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

About The Position

The Technical Support Engineer provides technical assistance to clients, troubleshoots hardware and software problems, and works to ensure timely resolution. The role supports clients through phone, email, and chat; assists with installation, configuration, and use of system hardware and software; documents and tracks issues; and coordinates with other support and engineering staff. It also includes maintaining technical documentation, keeping current with technology and product updates, guiding clients on product features and best practices, and participating in an on-call rotation for after-hours support as needed. Applicants should have a bachelor’s degree in computer science, information technology, or a related field, and at least two years of experience in technical support or a similar role. The Church states that only members who are worthy of a temple recommend qualify for employment. The Church is an equal opportunity employer and will make reasonable accommodations for qualified individuals with known disabilities.

Requirements

Bachelor’s degree in computer science, information technology, or a related field.
A minimum of 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 with a commitment to providing exceptional service.
Must be a Church member worthy of a temple recommend to qualify for employment.

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.