Technical Support Tier 2 Level 1

SONIFI Solutions Incorporated; Sioux Falls, Northern (SD, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off (PTO) and paid holidays

On-demand pay options

Job summary

SONIFI Solutions is seeking a Technical Support Tier 2 – Level 1 for our on-site TAC in Sioux Falls, SD. This entry-to-mid level role focuses on phone-based technical troubleshooting across hospitality technology platforms.

You’ll support guests with in-room entertainment, Wi-Fi, and remote access tools while documenting activity in Salesforce and collaborating with cross-functional teams. Local candidates in Sioux Falls preferred.

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, and OSI model
• Effective verbal and written communication skills
• Ability to follow structured procedures and stay organized under pressure
• Passion for learning and working with a range of technology platforms

Responsibilities

• Provide phone and email support for SONIFI’s hospitality technology systems
• Troubleshoot and resolve remote issues related to system software/hardware, customer portals and remote access tools, internet 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 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

Skills

Phone-based support

Remote troubleshooting

Cisco routers & switches

Wireless networking

OSI model basics

Customer service

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 Technical 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
• On-demand pay options
• Professional development and cross‑training opportunities

Together, we can build your future. 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.

If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000. Learn more about Equal Employment Opportunity at eeoc.gov. SONIFI participates in E-Verify.