Technical Support Representative, Tier 2

Groove Technology Solutions • Salt Lake City, UT

2h • Hybrid

About The Position

We are seeking a skilled, customer-focused Technical Support Representative for a hybrid support role covering Tier 2 Network Support and Tier 1 Video Support. The position supports external customers with wired and wireless networking environments and residential and business video services. The representative diagnoses and resolves technical issues, minimizes downtime, and delivers a high-quality customer experience. Training during the first few months takes place in the Midvale, Utah office during normal hours. After training, the regular shift is Saturday through Tuesday, 8 a.m. to 7 p.m. 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.
• 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 timely resolutions.
• Ability to work independently and collaborate effectively within a team.

Nice To Haves

• Familiarity with residential or commercial video service troubleshooting.
• CWNA (Certified Wireless Network Administrator).
• MTCNA or 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.
• Document and track support cases in Salesforce, including troubleshooting notes and resolution steps.
• Provide accurate product and service information as a technical resource.
• Support customers by phone, email, online chat, and other communication channels.
• Professionally de-escalate customer concerns and drive issues toward resolution.
• Maintain and update customer account information accurately and promptly.
• Provide first-level technical support for video service-related issues.
• Troubleshoot video service problems, including signal loss, audio/video quality issues, equipment errors, and service setup concerns.
• Guide customers through basic troubleshooting and determine when escalation or technician dispatch is necessary.
• Create, manage, and maintain service tickets with clear documentation.
• Update customer accounts, service packages, and programming as needed.
• Communicate service issues, expected timelines, resolutions, and associated costs to customers.
• Follow up with customers to confirm issue resolution and satisfaction.

Benefits

• Medical, dental, and vision coverage.
• Pet insurance.
• 401(k) match.
• Onsite gym and Peloton.
• Onsite masseuse and mental health support.
• Stocked kitchen.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed