What are the responsibilities and job description for the Network Support Representative, Tier 3 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 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 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
Salary : $60,000
