Network Support Tier 2 Level 1

Sofini Solutions•Sioux Falls, SD

8d•Onsite

About The Position

This is a technical support role based in SONIFI’s Sioux Falls office, not a remote-work position or a network engineering role. The employee remotely troubleshoots and resolves customer technical issues and serves as an advanced technical resource within SONIFI’s Technical Assistance Center (TAC), providing support for broadband networks and managed services. The position works closely with customers, field technicians, engineering teams, service partners, hotels, third-party vendors, and internal stakeholders to resolve complex networking issues and support mission-critical broadband environments. The role requires flexibility outside standard business hours. Depending on operational needs, employees may regularly be scheduled for evening, overnight, and/or weekend shifts. Compensation is based on factors including location, experience, education, specialty, and training. The position is eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on-demand pay, and other benefits. SONIFI is an Equal Opportunity Employer and participates in E-Verify.

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 exceptional customer service.
Strong written and verbal communication skills and the ability to collaborate effectively with customers, field teams, engineering, and internal support organizations.
Ability to work independently while contributing to a collaborative, 24x7 technical support environment.
Flexibility to work outside standard business hours, including evening, overnight, and/or weekend shifts as operational needs require.

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 SONIFI broadband products, managed Wi-Fi services, and network infrastructure, serving 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, root cause analysis, and customer issue resolution.
Communicate with customers in a timely manner throughout the support process.
Coordinate field dispatches, recommend replacement hardware, support system upgrades, maintain accurate customer records, and provide technical recommendations to improve service reliability and customer satisfaction.
Identify recurring issues and contribute to continuous improvement by maintaining knowledge base documentation, supporting multiple technology platforms, and expanding technical expertise through ongoing training and certification.