Network Support Representative, Tier 3

Overview of the RoleWe’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 DoTroubleshoot and resolve escalated network issues including LAN, WAN, cloud infrastructure, and video surveillance systemsUpdate firmware, reconfigure routers, switches, firewalls, and other network equipmentMonitor network performance, address security threats, and troubleshoot connectivity concernsCollaborate with internal departments and third-party vendors to maintain stable and secure network environmentsAct as the final escalation point for technical issues requiring in-depth analysisWork directly with customers to deliver resolutions while keeping them informed and ensuring thorough documentation in SalesforceServe as a technical resource to internal and external stakeholders, offering accurate and detailed product informationCommunicate effectively via phone, email, and chat to address customer concernsMaintain up-to-date and accurate customer recordsCalmly de-escalate issues while driving toward a resolutionContribute to process improvements and assist with other duties as neededWhat You BringMust HavesStrong networking background and advanced troubleshooting experienceIn-depth knowledge of switches, Ethernet, Internet connection methods, and IP-based systemsExperience working with network gear from Ruckus, Mikrotik, Aruba, Cisco, and UbiquitiExcellent communication skills (written, verbal, and presentation)Strong documentation practices and customer service orientationA persistent, creative, and solution-oriented mindsetAbility to self-manage and work independently in a fast-paced environmentNice-to-HaveCertifications: CWNA, CWDP, MTCNA, MTCRE, ECS, CompTIA Network+Experience with Palo Alto, Cloud Network Infrastructures and Surveillance SystemsFamiliarity with Salesforce or other CRM/ticketing systemsWhy You’ll Love It HereCompensation starting at $60,000/year, DOEBrand-new office in Midvale, stocked kitchen, onsite gym & PelotonWellness perks including an onsite masseuse and mental health supportRobust benefits package: medical, dental, vision, pet insurance, 401(k) matchA culture that values innovation, growth, and having fun while doing itWho We AreWe’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.