What are the responsibilities and job description for the Network Support Representative, Tier 2 position at Groove Technology Solutions?
About Groove Technology Solutions
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.
Overview of Position
We are seeking a skilled and experienced Network Technical Support Representative to join our Technical Tier 2 Team. This person will be primarily responsible for troubleshooting and supporting our external customers with their wired or wireless network. This person will use their network troubleshooting skills to ensure that our customers get a quick solution to their issues with minimum downtime.
What You’ll Do
- Troubleshoot LAN, WAN, and WLAN connectivity issues escalated from Tier 1
- Support wired/wireless networks, video surveillance systems, and VoIP solutions
- Diagnose and resolve issues with routers, switches, APs, firewalls, and other network gear
- Identify and mitigate wireless interference, latency, or packet loss
- Configure and maintain networking hardware and software (incl. firmware updates, backups)
- Document detailed troubleshooting steps and solutions in Salesforce
- Communicate professionally with customers via phone, email, chat, and social media
- Maintain updated, accurate customer records
- Remain calm under pressure and effectively de-escalate technical frustrations
- Collaborate cross-functionally and contribute to process improvements
What You Bring
- Must Haves
- 2 years in technical support or network troubleshooting (Tier 2 or equivalent)
- Strong grasp of networking fundamentals (LAN/WAN/WLAN, routing, switching)
- Proficiency with tools/devices like routers, switches, access points, firewalls
- Clear, professional communication and customer service skills
- Experience documenting work in a ticketing system (e.g., Salesforce, Zendesk)
- Nice-to-Have
- Certifications: CWNA, MTCNA, MTCRE, CompTIA Network
- Familiarity with VoIP systems and video surveillance networks
- Experience with Ruckus, Mikrotik, Aruba, Cisco, or Ubiquiti systems
Why You'll Love It Here
- Compensation starting at $50,000/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
Salary : $50,000
