Technical Support Tier 2 Level 1

SONIFI Solutions, Inc.•Sioux Falls, SD

5d•Onsite

About The Position

At SONIFI Solutions, we’re passionate about creating technology that elevates guest experiences in the hospitality industry. From in-room entertainment and Wi-Fi to smart device integrations and digital signage, we’ve been powering hotel innovation for over 40 years—all from our headquarters in Sioux Falls, SD. We’re currently looking for a full-time Technical Support Tier 2 – Level 1 to join our on-site Technical Assistance Center (TAC) team in Sioux Falls. This is an excellent opportunity for early-career professionals who enjoy phone-based technical troubleshooting and want to grow their knowledge across a variety of technologies. Please note: This is an on-site role located in Sioux Falls, SD. Local candidates only. This is not a senior networking or infrastructure engineering role. Why This Role Matters This role provides critical technical support for SONIFI’s hospitality technology products. As a first-line responder, you’ll help ensure hotel customers receive timely, expert assistance that minimizes downtime and maximizes satisfaction. Your support keeps hotel guests connected, entertained, and informed—every single day.

Requirements

Associate’s degree in a technical field or equivalent combination of education and experience
Comfort with phone-based support and remote troubleshooting
Basic understanding of:
Cisco routers and switches
Wireless networking protocols
OSI model and basic routing concepts
Effective verbal and written communication skills
Ability to follow structured procedures and remain organized under pressure
Passion for learning and working with a wide range of technology platforms

Responsibilities

Provide phone and email support for SONIFI’s suite of hospitality technology systems
Troubleshoot and resolve remote issues related to:
System software and hardware
Customer portals and remote access tools
Internet connectivity and Wi-Fi networks
MATV and video delivery systems
Document all activity in Salesforce and assist with data gathering and reporting
Identify patterns in support cases and recommend potential improvements
Maintain a consistent and dependable presence in a 24/7 support environment
Work a fixed or rotating shift, including nights, weekends, and holidays as needed
Remain customer-focused and composed in a fast-paced call center setting