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 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: P35121Grade: 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: P35122Grade: 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.
Special Instructions
Requisition Number: PRN45385B
Full Time or Part Time? Full Time
Work Schedule Summary: Work schedule will be 1 pm – 9 pm, with some variability based on work load and project needs.
Department: 00336 - KUEN/Utah Education Network
Location: Campus
Pay Rate Range: 39,000 - 53,000
Close Date: 09/17/2026
Open Until Filled:
To apply, visit https://apptrkr.com/9746752"">https://utah.peopleadmin.com/postings/203836
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