On-Site Technical Support: Tier 2, Level 1

SONIFI Health Incorporated; Sioux Falls, Northern (SD, KY); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off

Flexible work arrangements

Professional development opportunities

Pet insurance

On-demand pay

Job summary

SONIFI Health Incorporated in Sioux Falls, SD, is seeking a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center. You will be the first-line resource, troubleshooting remote issues by phone and email, and helping minimize downtime for hospitality technology.

This on-site role requires problem solving across software, hardware, Wi‑Fi, system software, and video delivery, with case documentation in Salesforce and a 24/7 support schedule including potential nights

Qualifications

• Associate’s degree in a technical field or equivalent experience.
• Comfort providing phone-based technical support and remotely troubleshooting issues.
• Basic understanding of Cisco routers and switches, wireless networking, OSI model, and routing concepts.
• Strong verbal and written communication to explain technical information clearly to customers.

Responsibilities

• Provide phone and email technical support for hospitality technology systems in a TAC environment.
• Troubleshoot and resolve remote technical issues with software, hardware, customer portals, and Wi‑Fi networks.
• Document customer interactions and troubleshooting activity in Salesforce accurately.
• Identify recurring issues and suggest process or system improvements to enhance the support experience.
• Follow established troubleshooting procedures and communicate solutions clearly with customers.
• Maintain a dependable presence in a 24/7 support environment and work a fixed or rotating schedule (nights/weekends as needed).
• Remain organized and customer-focused while handling multiple priorities in a call-center setting.

Skills

Phone support

Cisco networking

Communication

Troubleshooting

OSI model

Education

Associate degree

Tools

Cisco routers

Remote access tools

Salesforce

Job description

SONIFI Health Incorporated in Sioux Falls, SD, is seeking a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center. You will be the first-line resource, troubleshooting remote issues by phone and email, and helping minimize downtime for hospitality technology.

This on-site role requires problem solving across software, hardware, Wi‑Fi, system software, and video delivery, with case documentation in Salesforce and a 24/7 support schedule including potential nights