Network Support Tier 2 Level 1

SONIFI Solutions, Inc.•Sioux Falls, SD

8d•Onsite

About The Position

SONIFI is hiring a Network Support Tier 2 Level 1 Engineer for its Technical Assistance Center (TAC), based in the Sioux Falls office. This is an in-office technical support role, not a remote-work position or a network engineering role. The position provides advanced remote troubleshooting and resolution for customer issues involving broadband networks, managed Wi-Fi services, network infrastructure, and related products. The role serves as an escalation resource and works with customers, field technicians, service partners, hotels, third-party vendors, engineering teams, and internal stakeholders. The position reports to the Manager of Technical Support. The work includes diagnosing complex network, hardware, and software issues; carrying out remote maintenance and upgrades; making configuration changes; monitoring networks; and identifying root causes. The role also coordinates field dispatches, recommends hardware replacements, maintains customer records and knowledge-base documentation, and contributes to service improvements through training and continued development. Employees must be flexible outside standard business hours and may regularly be scheduled for evening, overnight, and/or weekend shifts, depending on operational needs.

Requirements

Associate degree in a related technical field or an equivalent combination of education and experience.
Experience supporting enterprise networking environments, broadband technologies, or managed network services, including troubleshooting hardware, software, and network infrastructure.
Strong knowledge of routing, switching, wireless networking, WAN/LAN technologies, Cisco networking equipment, the OSI model, and RF fundamentals.
Strong troubleshooting, analytical, and problem-solving skills, including the ability to prioritize multiple issues while delivering excellent customer service.
Strong written and verbal communication skills and ability to collaborate with customers, field teams, engineering, and internal support organizations.
Ability to work independently and contribute to a collaborative, 24x7 technical support environment.
Flexibility to work outside standard business hours, including evening, overnight, and/or weekend shifts as scheduled.

Nice To Haves

One year of experience as a SONIFI Network Support Tier 2 or equivalent experience supporting enterprise networking or broadband technologies.
CCNA or another relevant networking certification.
Experience supporting hospitality, managed services, ISP, MSP, or enterprise networking environments.
Experience working in a technical support, NOC, or operations center environment.

Responsibilities

Provide advanced technical support for broadband products, managed Wi-Fi services, and network infrastructure, acting as an escalation resource for internal teams, field technicians, service partners, hotels, and third-party vendors.
Troubleshoot, diagnose, and resolve complex network, hardware, and software issues involving WAN, LAN, routing, switching, wireless networking, RF technologies, and broadband services.
Perform remote system maintenance, break-fix support, upgrades, configuration changes, proactive network monitoring, and root cause analysis.
Communicate with customers throughout the support process and work to resolve their issues in a timely manner.
Coordinate field dispatches and recommend replacement hardware.
Support system upgrades and maintain accurate customer records.
Provide technical recommendations to improve service reliability and customer satisfaction.
Identify recurring issues and contribute to continuous improvement.
Maintain knowledge-base documentation, support multiple technology platforms, and expand technical expertise through ongoing training and certification.