Technical Support Tier 2 Level 1

SONIFI Solutions, Inc.•Sioux Falls, SD

4d•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 early-career role provides first-line technical support for SONIFI hospitality technology products. The position focuses on remotely troubleshooting customer issues by phone and email, minimizing downtime, and helping hotel technology work as expected. It is an on-site support role, focused on technical support and troubleshooting rather than network engineering or infrastructure design. The position operates in a 24/7 support environment and follows an assigned fixed or rotating schedule, which may include nights, weekends, and holidays as needed.

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 fast-paced Technical Assistance Center.
Remotely troubleshoot and resolve 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, and assist with data gathering and reporting.
Identify recurring support-case issues and patterns, 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 clearly communicate 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, potentially including nights, weekends, and holidays.
Remain composed, organized, and customer-focused while managing technical issues and multiple priorities in a call-center environment.