Network Support Tier 2 Level 1

SONIFI Solutions, Inc.; Sioux Falls (SD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO

Retirement plans

Pet insurance

On-demand pay

Job summary

SONIFI Solutions, Inc. is seeking a Network Support Tier 2 Level 1 Engineer to provide exceptional technical support. This role involves troubleshooting technical issues and ensuring reliable operation of broadband, networking, and entertainment systems across hotels.

The ideal candidate will possess strong technical skills, excellent communication, and a commitment to delivering fantastic customer service. Benefits include competitive compensation, PTO, health and dental insurance, and other perks.

Qualifications

• Experience in troubleshooting hardware and software issues.
• Ability to provide excellent customer service.
• Willingness to learn and adapt to new technologies.

Responsibilities

• Provide technical support for SONIFI's products and services.
• Diagnose and resolve various technical issues.
• Maintain accurate customer records and support documentation.
• Collaborate with teams to resolve technical problems.

Skills

Technical aptitude

Excellent communication skills

Problem-solving

Tools

Salesforce

Job description

Help shape the future of hospitality technology by delivering exceptional technical support and keeping hotel networks running at their best. We're looking for a Network Support Tier 2 Level 1 Engineer who is ready to troubleshoot technical issues, support broadband and network infrastructure, and provide outstanding service to customers around the clock. This role is ideal for a technically curious professional who enjoys solving problems, learning new technologies, and making a direct impact on the customer experience.

What you'll do:

Reporting to the Technical Support Manager, this role serves as a key member of SONIFI's Technical Assistance Center (TAC), providing technical support for our hospitality technology solutions. You will work directly with customers, field technicians, and internal teams to troubleshoot issues, restore service, and ensure reliable operation of broadband, networking, and entertainment systems. Success in this role requires strong technical aptitude, excellent communication skills, and a commitment to delivering exceptional customer service.

• Provide technical support for SONIFI's products and services through phone, email, and remote troubleshooting while delivering an outstanding customer experience
• Diagnose and resolve hardware, software, broadband, networking, internet, portal, and MATV issues, including system upgrades, configuration changes, and remote maintenance activities
• Proactively identify recurring issues and performance trends, recommend improvements, and help drive timely resolution of customer-impacting problems
• Maintain accurate customer records, support documentation, service activity, and system performance data using Salesforce and other support tools
• Collaborate with field service technicians, internal departments, and customers to coordinate issue resolution while adhering to service level expectations and quality standards
• Continuously expand technical knowledge through ongoing training while supporting a fast-paced, 24x7 technical support operation

Together, we can build your future!

SONIFI offers a competitive compensation package based on factors including location, experience, education, specialty, and training. This position is also eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on-demand pay, and other benefits.

SONIFI and SONIFI Health value diversity and are proud to be an Equal Opportunity Employer. All qualified applicants will be considered regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any protected status.

If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000.

SONIFI participates in E-Verify to confirm authorization to work in the United States.