Remote Technical Product Support Engineers

Job Summary

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.

Troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in-depth knowledge of the organization’s products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups.

Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first‑line product support teams have not succeeded in isolating and resolving issue.

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.

• Use software tools to provide Tier 1 troubleshooting support for the Utah Education Network’s statewide video teleconferencing system (UEN-IVC), infrastructure, and endpoints.
• Assist in general management, maintenance, and connectivity for daily statewide IVC events.
• Initiate and track trouble tickets for follow-up and resolution with stakeholders and peer departments regarding network, equipment, and hardware issues and failures.
• Provide support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system.
• Assist field engineers and techs with diagnosing, troubleshooting, and resolving video and data network related problems.
• Assist the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
• Accomplish projects and assignments at the request of UETN management and administration.
• Provide reports and maintain technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
• Act as professional representatives of UETN to its partners, peer staff, end-site users, and various stakeholders throughout the state and nation.

Requires a bachelor’s (or equivalency) + 2 years of directly related work experience or a master’s (or equivalency) degree. Entry-level position in the General Professional track (Job Code: P35121, Grade: P13).

Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience. Developing-level position in the General Professional track (Job Code: P35122, Grade: P16).

• 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).
• Semester/experience criteria for each job level as listed above.

• Strong understanding of current network and video teleconferencing protocols, standards, concepts, and trends.
• Knowledge of data network and VTC applications, software, and hardware technologies (Webex, Zoom, and Cisco acquired video technologies portfolio) and other vendor platforms.
• Applicable understanding of Cisco Expressway and VCS registration systems.
• Unde…