Technical Support Engineer - BYU-Pathway Worldwide
Epej Churchemployment · Salt Lake City, Utah, United States · hybrid
The Technical Support Engineer will be responsible for providing technical assistance to clients, troubleshooting issues, and ensuring timely resolution of technical problems. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others.
- 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 on-call rotation to provide after-hours support as needed.
- 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.