Technical Support Tier 2 Level 1

Sofini Solutions•Sioux Falls, SD

1d•Onsite

About The Position

SONIFI is hiring a full-time Technical Support Tier 2 – Level 1 to join its Technical Assistance Center (TAC) team in Sioux Falls, South Dakota. This is an on-site, early-career technical support role for someone who enjoys solving problems, assisting customers, and developing hands-on knowledge across a variety of technologies. The position serves as a first-line technical resource for SONIFI’s hospitality technology products, troubleshooting issues remotely by phone and email to minimize customer downtime and keep hotel technology working as expected. The work focuses on technical support and troubleshooting rather than network engineering or infrastructure design. The position operates in a fast-paced call-center environment within a 24/7 support operation, with an assigned fixed or rotating schedule that may include nights, weekends, and holidays.

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, including 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.
Strong interest in learning and developing technical skills across a variety of technology platforms and systems.

Responsibilities

Provide responsive, customer-focused phone and email technical support for SONIFI hospitality technology systems in a Technical Assistance Center environment.
Troubleshoot and resolve remote issues involving system software and hardware, customer portals and remote-access tools, internet connectivity and Wi-Fi networks, and MATV and video delivery systems.
Accurately document customer interactions, troubleshooting activity, and case information in Salesforce; assist 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, use sound judgment to diagnose problems and identify 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.