Technical Support Tier 2 Level 1

SONIFI Solutions, Inc.•Sioux Falls, SD

5d•Onsite

About The Position

SONIFI is a leading guest technology provider in the hospitality industry with over 45 years of experience. We foster a collaborative and curious environment where employees thrive. We are seeking a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center (TAC) team in Sioux Falls, SD. This role is ideal for an early-career technical professional who enjoys problem-solving, direct customer interaction, and gaining hands-on knowledge across various technologies. As a primary technical resource for SONIFI’s hospitality technology products, you will remotely troubleshoot issues via phone and email, aiming to minimize customer downtime and ensure hotel technology operates as expected. Please note this is an on-site position in Sioux Falls, SD, focusing on technical support and troubleshooting, not 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.