Technical Support Representative, Tier 2

Groove Technology Solutions•Salt Lake City, UT

2d•Hybrid

About The Position

We are seeking a skilled and customer-focused Technical Support Representative to join our Technical Support team in a hybrid support role focused on both Tier 2 Network Support and Tier 1 Video Support. This position is responsible for supporting external customers with wired and wireless networking environments, as well as troubleshooting residential and business video services. The ideal candidate will possess strong technical troubleshooting abilities, excellent communication skills, and a customer-first mindset. This individual will work to quickly diagnose and resolve technical issues while minimizing downtime and delivering a high-quality customer experience. The first few months training will be conducted in our Midvale Utah office during normal hours. Once training is completed the regular shift for this position is remote Monday - Friday 4pm - 1am MST.

Requirements

Strong understanding of networking fundamentals, including switches, Ethernet, internet connectivity methods, and wireless technologies.
Experience configuring and troubleshooting networking equipment from vendors such as Ruckus, MikroTik, Aruba, Cisco, and Ubiquiti.
Familiarity with residential or commercial video service troubleshooting is preferred.
Strong analytical troubleshooting and problem-solving abilities.
Excellent documentation and case management skills.
Strong written, verbal, and interpersonal communication skills.
Ability to remain calm, professional, and customer-focused in high-pressure situations.
Self-motivated with strong organizational skills and attention to detail.
Resourceful and persistent with a commitment to delivering timely resolutions.
Ability to work independently while collaborating effectively within a team environment.

Nice To Haves

CWNA (Certified Wireless Network Administrator)
MTCNA / MTCRE (MikroTik Certifications)
CompTIA Network+

Responsibilities

Resolve escalated Tier 1 support cases involving LAN, WAN, and WLAN connectivity issues.
Troubleshoot and support IP-based technologies, including wired and wireless networks, video surveillance systems, and VoIP/phone services.
Diagnose and resolve issues involving routers, switches, access points, firewalls, and other networking equipment.
Identify and remediate wireless network performance issues such as latency, packet loss, and interference.
Assist customers with network device configuration, setup, and troubleshooting.
Perform firmware upgrades, configuration backups, and restoration procedures.
Accurately document and track support cases in Salesforce, including detailed troubleshooting notes and resolution steps.
Serve as a knowledgeable technical resource by providing accurate product and service information.
Support customers through phone, email, online chat, and other communication channels.
Professionally de-escalate customer concerns and drive issues toward resolution.
Maintain and update customer account information with accuracy and urgency.
Provide first-level technical support for video service-related issues in a professional and timely manner.
Troubleshoot common video service problems, including signal loss, audio/video quality issues, equipment errors, and service setup concerns.
Guide customers through basic troubleshooting steps and determine when escalation or technician dispatch is necessary.
Create, manage, and maintain service tickets with clear and accurate documentation.
Update customer accounts, service packages, and programming as needed.
Clearly communicate service issues, expected timelines, resolutions, and any associated costs to customers.
Follow up with customers to confirm issue resolution and overall satisfaction.