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. Groove Technology Solutions

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