Information Technology Technical Support

Sonata Software; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Sonata Software is seeking an IT L2 Support Specialist to bridge Level 1 helpdesk and IT teams. You will be the primary escalation point for Level 1, handle end-user hardware support, and assist in training and knowledge sharing. The role includes on-site support with travel across the US.

You will troubleshoot Windows environments, manage tickets, and coordinate with L3 and other groups to resolve issues efficiently, while maintaining strong customer service standards.

Qualifications

• 2+ years of IT Service Desk/inbound call center experience.
• Clear and accurate English communication, both written and verbal.
• Working knowledge of Windows operating systems and networks.
• Experience with ITSM ticketing tools such as ServiceNow or Remedy.

Responsibilities

• Serve as the primary escalation point for Level 1 Helpdesk issues.
• Provide Level 2 support for end-user hardware and software.
• Coaching and training for changes in the environment.
• Coordinate with L3, managers and other teams for complex issues.
• Manage incidents via ticketing systems and SLA adherence.

Skills

IT Service Desk

English communication

Windows OS

Active Directory

ServiceNow

Remedy

Tools

ServiceNow

Remedy

Active Directory

Job description

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes AgentBridge-a governance and observability framework; AgentBuilder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents.

Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.

Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also, Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.

Type of Hire: Full Time

This opportunity is not available for visa sponsorship.

Note: Candidate should be open to travel within US

Overview

Job Description:

The IT L2 Support Specialist will bridge the gap between the Level 1 Helpdesk personnel and the rest of IT. The IT L2 Support Specialist will be the primary escalation point for all Level 1 Helpdesk personnel and will work to resolve escalated issues or elevate to the proper IT Teams. This role is also responsible for End User Hardware support.

Key Responsibilities:

• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Assisting L1's with escalations and technical questions.
• Provide technical coaching and training as things change in the environment.
• Resolve all Level 2 issues.
• Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
• IT Service Desk - provides first and second level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests.
• Corporate Office Deskside Support includes but not limited to, Hardware deployment and support, peripheral deployment, and support.
• Advanced Computer Hardware and Operating system troubleshooting
• End User Desk relocation and equipment moves.
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions.
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Work collaboratively with people across the organization.
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications including but not limited to, Microsoft Office, Adobe, SharePoint, VPN, and MDM (mobile device management) including installation, modification, and repair.
• Other Duties as assigned

Required/Minimum Skills/Qualifications:

• Minimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment
• Ability to talk and type accurately at least 30 wpm.
• Sound understanding of customer support, operations, and processes.
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is preferred.
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Experience with multi-platform Windows O/S required.
• Active Directory and Exchange experience is required.
• Solid analytical/cognitive skills to troubleshoot complex and technical problems.
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
• Demonstrated capability to achieve results under pressure in a fast-paced client driven environment.
• Strong desire and enthusiasm to serve customers.
• Basic knowledge of ITIL and Service Desk metrics/SLA s

Why join Sonata Software?

At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.