Remote Technical Product Support Engineers

About the role

Located in the state-of-the-art UETN Operations Center at the Eccles Broadcast Center on the University of Utah campus, this Service Desk position serves as the primary point of contact for technical support and customer assistance related to the Utah Education Network's Interactive Video Conferencing (UETN-IVC) system. The role provides timely troubleshooting, issue resolution, and user support for a wide range of distance learning and collaboration technologies used by educators, students, technology professionals, and partner organizations across Utah.

Responsibilities

• Reviews, analyzes, and evaluates information technology systems operations.
• Serves as primary point of contact between users and engineering/development staff.
• Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education Network's statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
• Assists in general management, maintenance, and connectivity for daily statewide IVC events.
• Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
• Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system.
• Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
• Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
• Accomplishes projects and assignments at the request of UETN management and administration.
• Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.

Requirements

• A strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends.
• A capable knowledge of data network and VTC applications, software, and hardware technologies (Webex, Zoom, and the Cisco acquired video technologies portfolio), as well as other vendor network and video-conferencing platforms and hardware.
• An applicable understanding of Cisco Expressway and VCS registration systems.
• An applicable understanding of various live streaming and recording technologies and processes.
• Demonstrable ability to remotely support statewide users of aforementioned technologies in a Tier 1 capacity.
• An applicable understanding of network video teleconferencing design and integration concepts.
• At least two years or more experience of troubleshooting duties in a technology related Help Desk/Call Center environment with the ability to implement, test, operate and troubleshoot audio and video-conferencing equipment.

Qualifications

• EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).

Skills

• A strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends.
• A capable knowledge of data network and VTC applications, software, and hardware technologies (Webex, Zoom, and the Cisco acquired video technologies portfolio), as well as other vendor network and video-conferencing platforms and hardware.
• An applicable understanding of Cisco Expressway and VCS registration systems.
• An applicable understanding of various live streaming and recording technologies and processes.
• Demonstrable ability to remotely support statewide users of aforementioned technologies in a Tier 1 capacity.
• An applicable understanding of network video teleconferencing design and integration concepts.

Benefits

The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.

Pay

Pay Rate Range: $39,000 - $53,000

Schedule

Work schedule will be 1 pm – 9 pm, with some variability based on work load and project needs.