IT L2 Support Engineer

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 OverviewSonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM 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 Software OverviewSonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM 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.Role: IT L2 Support EngineerLocation: Nashville, TN(Hybrid)Type of Hire: Full Time EmploymentOverviewJob 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.