Remote Technical Product Support Engineers Remote Technical Product Support Engineers

Department 00336 – KUEN/Utah Education Network 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 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.

Remote Technical Product Support Engineer, I

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. Requires basic skill set and proficiency. Conducts work assignments as directed. Closely supervised with little latitude for independent judgment.

Requires a bachelor’s (or equivalency) + 2 years of directly related work experience or a master’s (or equivalency) degree.

This is an Entry-Level position in the General Professional track.

Job Code: P35121

Grade: P13

Remote Technical Product Support Engineer, II

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. Requires moderate skill set and proficiency in discipline. Conducts work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment.

Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.

This is a Developing-Level position in the General Professional track.

Job Code: P35122

Grade: P16

Minimum 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).

Department may hire employee at one of the following job levels:

Remote Technical Product Support Engineer, I: Requires a bachelor’s (or equivalency) + 2 years of directly related work experience or a master’s (or equivalency) degree.

Remote Technical Product Support Engineer, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.

Preferences

The ideal candidate will possess the following skill-sets and knowledge-base:

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 theCisco 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.

Exposure to and 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.

Bachelor’s Degree preferred.

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

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