Hybrid Technical Support Engineer: Troubleshoot & Help Clients

A Igreja de Jesus Cristo dos Santos dos Últimos Dias; Salt Lake City (UT); Híbrido; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

BYU-Pathway Worldwide in Salt Lake City, UT is seeking a Technical Support Engineer to provide technical assistance to clients, troubleshoot issues, and resolve problems promptly. The role requires a solid technical background and strong communication skills.

Responsibilities include support via phone, email, and chat; diagnosing hardware and software issues; assisting with installation and configuration; documenting problems in a ticketing system; and staying current with product updates.

Qualificações

• Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant technical experience (6+ years) may be substituted.
• Minimum 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.

Responsabilidades

• 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.

Conhecimentos

Windows OS

macOS

Linux

Networking basics

Remote support tools

Ticketing systems

Communication skills

Team collaboration

Problem solving

Formação académica

Bachelor's degree in CS/IT

Ferramentas

Remote support tools

Ticketing systems

Documentation tools

Descrição da oferta de emprego

BYU-Pathway Worldwide in Salt Lake City, UT is seeking a Technical Support Engineer to provide technical assistance to clients, troubleshoot issues, and resolve problems promptly. The role requires a solid technical background and strong communication skills.

Responsibilities include support via phone, email, and chat; diagnosing hardware and software issues; assisting with installation and configuration; documenting problems in a ticketing system; and staying current with product updates.