Groove Technology Solutions
Network Support Representative Tier 3
Groove Technology Solutions, Salt Lake City, Utah, United States, 84193
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
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