Technical Support Tier 2 Level 1

SONIFI Health Incorporated.; Sioux Falls (SD); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off (PTO)

Flexible work arrangements

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 provide phone and email support for hospitality technology systems, troubleshoot remote issues, and document activity in Salesforce.

This on-site role emphasizes hands-on problem solving and customer interaction, with a schedule that may include nights, weekends, and holidays in a 24/7 support environment.

Qualifications

• Associate’s degree in a technical field or equivalent experience.
• Experience providing phone-based technical support.
• Basic understanding of networking concepts including Cisco routers/switches and wireless protocols.
• Strong verbal and written communication for customer interactions.
• Ability to follow troubleshooting procedures under pressure.
• Interest in learning across technology platforms.

Responsibilities

• Provide phone and email technical support for SONIFI’s hospitality technology systems.
• Troubleshoot remote issues involving software, hardware, portals, and networks.
• Document interactions and troubleshooting steps in Salesforce.
• Identify recurring issues and suggest process improvements.
• Follow established procedures and communicate clearly with customers.
• Maintain availability in a 24/7 support environment with fixed or rotating schedules.
• Manage multiple priorities in a call-center setting.

Skills

Phone-based support

Remote troubleshooting

Customer service

Cisco basics

Wireless networking

Networking concepts

Written communication

Education

Associate’s degree in a technical field

Tools

Salesforce

Remote access tools

Windows / macOS

Ticketing systems

Job description

SONIFI is known around the world as the best guest technology provider in hospitality, and it’s all because of the people behind the technology. For more than 45 years, SONIFI has been where employees thrive on collaboration and curiosity, helping hotels solve challenges with patented innovations that shape technology experiences for staff, guests, and the best companies in the industry. For the next step in your career, it’s time to set a new standard with SONIFI.

We’re looking for a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center (TAC) team in Sioux Falls, SD. This is a great opportunity for an early-career technical professional who enjoys solving problems, working directly with customers, and building hands‑on knowledge across a variety of technologies.

As a first-line technical resource for SONIFI’s hospitality technology products, you’ll troubleshoot issues remotely by phone and email, help minimize customer downtime, and keep hotel technology working as expected.

NOTE: This is an on‑site position in Sioux Falls, SD. This role is focused on technical support and troubleshooting rather than network engineering or infrastructure design.

What you’ll do

• Provide phone and email technical support for SONIFI’s hospitality technology systems, delivering responsive, customer‑focused assistance in a fast‑paced Technical Assistance Center environment.
• Troubleshoot and resolve remote technical issues involving system software and hardware, customer portals and remote‑access tools, internet connectivity and Wi‑Fi networks, and MATV and video delivery systems.
• Document customer interactions, troubleshooting activity, and case information accurately in Salesforce while assisting with data gathering and reporting.
• Identify recurring issues and patterns in support cases and communicate potential opportunities to improve processes, systems, or the customer support experience.
• Follow established troubleshooting procedures while using sound judgment to diagnose problems, identify appropriate solutions, and communicate clearly with customers throughout the support process.
• Maintain a consistent and dependable presence in a 24/7 support environment and work an assigned fixed or rotating schedule, which may include nights, weekends, and holidays as needed.
• Remain composed, organized, and customer‑focused while managing technical issues and multiple priorities in a call‑center environment.

What you’ll need

• Associate’s degree in a technical field or an equivalent combination of education and relevant experience.
• Comfort providing phone‑based technical support and remotely troubleshooting customer technology issues.
• Basic understanding of Cisco routers and switches, wireless networking protocols, the OSI model, and fundamental routing concepts.
• Effective verbal and written communication skills with the ability to explain technical information clearly and professionally to customers.
• Ability to follow structured troubleshooting procedures, stay organized under pressure, and work effectively in a fast‑paced support environment.
• A strong interest in learning and developing technical skills across a variety of technology platforms and systems.

Together, we can build your future!

We offer a competitive compensation package including health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on‑demand pay.

SONIFI and SONIFI Health 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 other 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.

#Technical