Technical Support Tier 2 Level 1

Sofini Solutions • Sioux Falls, SD

5d • Onsite

About The Position

SONIFI is known around the world as the best guest technology provider in hospitality, and it’s all because of the people behind the technology. For more than 45 years, SONIFI has been where employees thrive on collaboration and curiosity, helping hotels solve challenges with patented innovations that shape technology experiences for staff, guests, and the best companies in the industry. For the next step in your career, it’s time to set a new standard with SONIFI. We’re looking for a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center (TAC) team in Sioux Falls, SD. This is a great opportunity for an early-career technical professional who enjoys solving problems, working directly with customers, and building hands-on knowledge across a variety of technologies. As a first-line technical resource for SONIFI’s hospitality technology products, you’ll troubleshoot issues remotely by phone and email, help minimize customer downtime, and keep hotel technology working as expected. NOTE: This is an on-site position in Sioux Falls, SD. This role is focused on technical support and troubleshooting rather than network engineering or infrastructure design.

Requirements

• Associate’s degree in a technical field or an equivalent combination of education and relevant experience.
• Comfort providing phone-based technical support and remotely troubleshooting customer technology issues.
• Basic understanding of Cisco routers and switches, wireless networking protocols, the OSI model, and fundamental routing concepts.
• Effective verbal and written communication skills with the ability to explain technical information clearly and professionally to customers.
• Ability to follow structured troubleshooting procedures, stay organized under pressure, and work effectively in a fast-paced support environment.
• A strong interest in learning and developing technical skills across a variety of technology platforms and systems.

Responsibilities

• Provide phone and email technical support for SONIFI’s hospitality technology systems, delivering responsive, customer-focused assistance in a fast-paced Technical Assistance Center environment.
• Troubleshoot and resolve remote technical issues involving system software and hardware, customer portals and remote-access tools, internet connectivity and Wi-Fi networks, and MATV and video delivery systems.
• Document customer interactions, troubleshooting activity, and case information accurately in Salesforce while assisting with data gathering and reporting.
• Identify recurring issues and patterns in support cases and communicate potential opportunities to improve processes, systems, or the customer support experience.
• Follow established troubleshooting procedures while using sound judgment to diagnose problems, identify appropriate solutions, and communicate clearly with customers throughout the support process.
• Maintain a consistent and dependable presence in a 24/7 support environment and work an assigned fixed or rotating schedule, which may include nights, weekends, and holidays as needed.
• Remain composed, organized, and customer-focused while managing technical issues and multiple priorities in a call-center environment.

Benefits

• health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on-demand pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree