Remote Technical Product Support Engineers

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.

Remote Technical Product Support Engineers 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. Learn more about the great benefits of working for University of Utah: benefits.utah.edu

The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget. 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. 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. Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.

Duties:
• 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…