Technical Assistance Center Support Desk - Networking

SONIFI Health Incorporated; Sioux Falls (SD); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

PTO and holidays

Pet insurance

Job summary

SONIFI Solutions in Sioux Falls, SD is seeking an on-site Network Support Tier 2 Level 1. The role supports hotel technology systems via phone and email, diagnosing issues and guiding customers to resolution.

You will document activity in Salesforce, monitor patterns, and contribute to process improvements while operating in a 24/7 call center environment. Local candidates preferred for this on-site position.

Qualifications

• Associate’s degree in a technical field or equivalent
• Comfort with phone-based support and remote troubleshooting
• Basic understanding of Cisco routers and switches, wireless networking, OSI model

Responsibilities

• Provide phone and email support for SONIFI’s hospitality technology systems.
• Troubleshoot and resolve remote issues related to system software/hardware and customer portals.
• Assist with remote access tools, internet connectivity, and Wi-Fi networks.
• Document all activity in Salesforce and assist with data gathering and reporting.
• Identify patterns in support cases and suggest improvements.
• Maintain a dependable presence in a 24/7 support environment.
• Work fixed or rotating shifts, including nights, weekends and holidays as needed.
• Remain customer-focused and composed in a fast-paced call center setting.

Skills

Phone-based support

Remote troubleshooting

Cisco routers and switches

Wireless networking protocols

OSI model knowledge

Verbal & written communication

Structured procedures

Continuous learning

Education

Associate’s degree in a technical field

Tools

Salesforce

Job description

At SONIFI Solutions, we’re passionate about creating technology that elevates guest experiences in the hospitality industry. From in-room entertainment and Wi-Fi to smart device integrations and digital signage, we’ve been powering hotel innovation for over 40 years—all from our headquarters in Sioux Falls, SD.

We’re currently looking for a full-time Network Support Tier 2 Level 1 to join our on-site Technical Assistance Center (TAC) team in Sioux Falls. This is an excellent opportunity for early-career professionals who enjoy phone-based technical troubleshooting and want to grow their knowledge across a variety of technologies.

Please note: This is an on-site role located in Sioux Falls, SD. Local candidates only. This is not a senior networking or infrastructure engineering role.

Why This Role Matters

This role provides critical technical support for SONIFI’s hospitality technology products. As a first-line responder, you’ll help ensure hotel customers receive timely, expert assistance that minimizes downtime and maximizes satisfaction. Your support keeps hotel guests connected, entertained, and informed—every single day.

What You’ll Do

• Provide phone and email support for SONIFI’s suite of hospitality technology systems


• Troubleshoot and resolve remote issues related to:
  
  
  
  • System software and hardware
  
  
  • Customer portals and remote access tools
  
  
  • Internet connectivity and Wi-Fi networks
  
  
  • MATV and video delivery systems
  
  
  
  


• Document all activity in Salesforce and assist with data gathering and reporting


• Identify patterns in support cases and recommend potential improvements


• Maintain a consistent and dependable presence in a 24/7 support environment


• Work a fixed or rotating shift, including nights, weekends, and holidays as needed


• Remain customer-focused and composed in a fast-paced call center setting

What You’ll Need

• Associate’s degree in a technical field or equivalent combination of education and experience


• Comfort with phone-based support and remote troubleshooting


• Basic understanding of:
  
  
  
  • Cisco routers and switches
  
  
  • Wireless networking protocols
  
  
  • OSI model and basic routing concepts
  
  
  
  


• Effective verbal and written communication skills


• Ability to follow structured procedures and remain organized under pressure


• Passion for learning and working with a wide range of technology platforms

Friendly reminder: This is a technical support position focused on issue resolution, not a network engineer role. Ideal candidates are hands‑on troubleshooters, not infrastructure architects.

Why You’ll Love Working at SONIFI

We offer competitive compensation and a comprehensive benefits package, including:

• Health, dental, and vision insurance


• 401(k) with employer match


• Paid time off (PTO) and paid holidays


• Pet insurance


• On‑demand pay options


• Professional development and cross‑training opportunities

SONIFI is proud to be an Equal Opportunity Employer. We consider all qualified applicants regardless of age, race, national origin, sex, disability, veteran status, or other protected status.

SONIFI participates in E-Verify.

#Technical