Remote Technical Product Support Engineers

Requisition Number: PRN45385B | Full-time benefited position (40 hours per week)

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 (UEN-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. Determines user needs and requirements and recommends ways to improve systems.
• Serves as primary point of contact between users and engineering/development staff.
• Provides Tier 1 troubleshooting support for the Utah Education Network’s statewide video tele-conferencing system (UEN-IVC), infrastructure, and endpoints using various software tools and applications.
• 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.
• Assists field engineers and techs with diagnosing, troubleshooting, and resolving video and data network-related problems.
• Assists the Application Engineering Department with 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 for management regarding the status and reliability of the IVC system, equipment, and hardware.
• Acts as a professional representative of UETN to partners, peer staff, end site users, and stakeholders throughout the state and nation.
• Troubleshoots and resolves complex and/or escalated technical product-related issues remotely via inbound/escalated calls, email, live chat, or video.
• Duplicates problems and defines root causes using product designs, code, or specifications.
• Develops technical documents and instructions, documenting new fixes for lower-tier technical support groups.
• Interacts with product development and quality assurance teams to provide feedback, discuss design issues, investigate problems, and develop solutions to meet users' technological needs.
• Directly assists clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving the issue.

Requirements

• Bachelor’s degree (or equivalency) plus 2 years of directly related work experience or a master’s degree (or equivalency) for Remote Technical Product Support Engineer, I (Entry-Level).
• Bachelor’s degree (or equivalency) plus 4 years of directly related work experience or a master’s degree (or equivalency) plus 2 years of directly related work experience for Remote Technical Product Support Engineer, II (Developing-Level).
• Equivalency: 1 year of higher education can substitute for 1 year of directly related work experience.

Skills

• Strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends.
• Knowledge of data network and VTC applications, software, and hardware technologies (e.g., Webex, Zoom, Cisco video technologies).
• Understanding of Cisco Expressway and VCS registration systems.
• Familiarity with live streaming and recording technologies and processes.
• Ability to remotely support statewide users of VTC technologies in a Tier 1 capacity.
• Exposure to network video teleconferencing design and integration concepts.
• At least two years of troubleshooting experience in a technology-related Help Desk/Call Center environment, with the ability to implement, test, operate, and troubleshoot audio and video-conferencing equipment.

Pay

$39,000 – $53,000 annually, commensurate with experience and job level.

Schedule

Work schedule is 1:00 PM – 9:00 PM, with some variability based on workload and project needs.

Benefits

• Eligibility to enroll in Utah Retirement Systems (URS) for new hires with prior URS service.
• Comprehensive benefits package (learn more at benefits.utah.edu).