Technical Support Engineer - BYU-Pathway Worldwide

The Church of Jesus Christ of Latter-day Saints; Salt Lake City (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

The Church of Jesus Christ of Latter-day Saints is seeking a Technical Support Engineer to provide top-tier technical assistance to clients, troubleshoot issues, and ensure timely resolutions. The role emphasizes collaboration, documentation, and ongoing learning in a faith-based environment.

Responsibilities include handling client inquiries via phone, email, and chat, diagnosing hardware and software problems, and supporting installation and configuration.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 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.

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 on-call rotation to provide after-hours support as needed.

Skills

Windows

macOS

Linux

Networking

Education

Bachelor's degree in Computer Science or Information Technology or related field

6+ years relevant experience may be substituted

Job description

Job Description

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.

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.

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 on-call rotation to provide after-hours support as needed.

Qualifications

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

About Us

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings- giving Church members places to worship, teach, learn, and receive sacred ordinances- our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.

Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.

Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.