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. • 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. BYU-Pathway Worldwide improves the lives of its students through access to spiritually based, affordable online higher education.  Its mission is to develop disciples of Jesus Christ who are leaders in their homes, the Church, and in their communities. In this role, you will be responsible for providing technical assistance to clients, troubleshooting issues, and ensuring timely resolution of technical problems.

Requirements

Must-haves

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.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium