Job Description

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

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