Hybrid IT L2 Support Engineer – End-User & Hardware

Sonata Software North America Inc.; Nashville (TN); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Sonata Software North America Inc. in Nashville, TN is seeking an IT L2 Support Engineer to bridge the gap between Level 1 helpdesk and IT teams. The role focuses on end-user hardware support, issue escalation, and software troubleshooting in a hybrid work environment.

The candidate will handle incidents, maintain SLA performance, and provide technical coaching across the organization. 2+ years in IT service desk and strong English communication are required.

Qualifications

• Minimum 2 years’ experience in IT Service Desk or inbound call center.
• Ability to type at least 30 wpm and communicate clearly in English.
• Working knowledge of Windows operating systems, networks, databases and security concepts.
• Experience with Microsoft Office suite including Outlook.
• Strong troubleshooting, analytical and customer-service skills.
• Ability to coordinate and prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Serve as primary escalation point for Level 1 incidents and tasks.
• Provide end-user hardware support and desktop application troubleshooting.
• Utilize ITSM tools to log, track and resolve tickets (e.g., ServiceNow, Remedy).
• Collaborate with IT teams to resolve issues and communicate status per SLA.
• Assist with account management, permissions and password resets.
• Support PCs, laptops, printers, mobile devices, and software such as Office and VPN.
• Follow SOPs and contribute to knowledge management and continuous improvement.

Job description

Sonata Software North America Inc. in Nashville, TN is seeking an IT L2 Support Engineer to bridge the gap between Level 1 helpdesk and IT teams. The role focuses on end-user hardware support, issue escalation, and software troubleshooting in a hybrid work environment.

The candidate will handle incidents, maintain SLA performance, and provide technical coaching across the organization. 2+ years in IT service desk and strong English communication are required.