Network Support Representative, Tier 3 Job at Groove Technology Solutions, Salt Lake City, UT

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  • Groove Technology Solutions
  • Salt Lake City, UT

Job Description

Overview of the Role

We’re looking for a highly skilled Network Support Representative, Tier 3 to join our expert support team. In this role, you’ll be the go-to escalation point for complex network-related issues, supporting our external customers with advanced troubleshooting, resolution, and guidance. Your expertise will ensure minimal downtime, seamless performance, and a top-tier support experience.

What You’ll Do

  • Troubleshoot and resolve escalated network issues including LAN, WAN, cloud infrastructure, and video surveillance systems
  • Update firmware, reconfigure routers, switches, firewalls, and other network equipment
  • Monitor network performance, address security threats, and troubleshoot connectivity concerns
  • Collaborate with internal departments and third-party vendors to maintain stable and secure network environments
  • Act as the final escalation point for technical issues requiring in-depth analysis
  • Work directly with customers to deliver resolutions while keeping them informed and ensuring thorough documentation in Salesforce
  • Serve as a technical resource to internal and external stakeholders, offering accurate and detailed product information
  • Communicate effectively via phone, email, and chat to address customer concerns
  • Maintain up-to-date and accurate customer records
  • Calmly de-escalate issues while driving toward a resolution
  • Contribute to process improvements and assist with other duties as needed

What You Bring

  • Must Haves
    • Strong networking background and advanced troubleshooting experience
    • In-depth knowledge of switches, Ethernet, Internet connection methods, and IP-based systems
    • Experience working with network gear from Ruckus, Mikrotik, Aruba, Cisco, and Ubiquiti
    • Excellent communication skills (written, verbal, and presentation)
    • Strong documentation practices and customer service orientation
    • A persistent, creative, and solution-oriented mindset
    • Ability to self-manage and work independently in a fast-paced environment
  • Nice-to-Have
    • Certifications: CWNA, CWDP, MTCNA, MTCRE, ECS, CompTIA Network+
    • Experience with Palo Alto, Cloud Network Infrastructures and Surveillance Systems
    • Familiarity with Salesforce or other CRM/ticketing systems

Why You’ll Love It Here

  • Compensation starting at $60,000/year, DOE
  • Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
  • Wellness perks including an onsite masseuse and mental health support
  • Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
  • A culture that values innovation, growth, and having fun while doing it

Who We Are

We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a  Top Workplace and one of the  Fastest Growing Companies in Utah , we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.

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