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Technical Support Engineer 2

Company: The Church of Jesus Christ Latter-Day Saints
Location: Riverton
Posted on: May 3, 2021

Job Description:

Posting Info

Posting Dates: 04/09/2021 - No Closing Date

Job Family: Information Technology

Department: Information and Communication Services Department

Purposes

The Technical Support Engineer 2 is an experienced professional position that provides Tier III level support or ticket resolution for systems that cannot be resolved by 1st (call center/GSD) or 2nd (TSR/Deskside Support) tiers. This role is for experienced technical engineers to support complex systems.

This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.

Responsibilities

  • Train and work closely with other support teams to document and solve complex incidents and tasks.

  • Manage ticket queues given agreed upon service level agreements (SLA)

  • Troubleshoot systems when incidents are reported

  • Provide 3rd level support for 1st level and 2nd level support teams

  • Work closely with product teams and operations engineers to report and troubleshoot system issues and develop support plans for systems and platforms

  • Be a leader in the support discipline by teaching other less-experienced support engineers more complex troubleshooting skills

  • Make sure established processes are developed and followed

  • Consult with operations engineers on systems and develop best practices for reducing incidents

  • Remotely perform system software updates and coordinate testing on client systems

  • Make site visits to update system hardware, resolve problems, and do preventive maintenance

  • Provide operational and maintenance training for clients remotely and on-site

Qualifications

Education:

  • Bachelor's degree in related field or equivalent professional experience

Work Experience:

  • 5+ years of experience in information technology support

Demonstrated Skills & Abilities:

  • Advanced troubleshooting skills and deep experience with IT systems

  • Excellent interpersonal, collaboration and communication skills

  • Understands and follows business processes and practices

  • Exceptional customer service skills and executive presence with proven ability to successfully interact with individuals at all levels of the organization

  • This job operates in a professional office environment

  • To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment

  • Required to lift up to 30 pounds as well as bending, stooping, reaching, and grasping

Preferred Qualifications:

  • Additional industry certifications

Worthiness Qualification

Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.

Posting Notice/More Info.

Please Note: All positions are subject to close without notice.

Find out more about the many benefits of Church Employment at http://careers.churchofjesuschrist.org.

Keywords: The Church of Jesus Christ Latter-Day Saints, Riverton , Technical Support Engineer 2, Other , Riverton, Utah

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