Technical Support Tier 2 – Level 1 (On‑Site)

SONIFI Health Incorporated; Sioux Falls (SD); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

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‑tr

Cross-training opportunities

Job summary

SONIFI Solutions in Sioux Falls, SD, is seeking a full-time Technical Support Tier 2 – Level 1 to join our on-site Technical Assistance Center (TAC). This role focuses on phone-based troubleshooting and helping hotel guests stay connected with our hospitality technology products.

As a first-line responder, you’ll resolve issues across software, hardware, portals, and connectivity, document activity in Salesforce, and assist with data gathering and reporting in a fast-paced call center.

Qualifications

• Associate’s degree in a technical field or equivalent education/experience.
• Comfort with phone-based support and remote troubleshooting.
• Basic understanding of Cisco routers and switches, wireless networking, and OSI concepts.
• Strong verbal and written communication skills.
• Ability to follow structured procedures and stay organized under pressure.
• Willingness to learn across multiple technology platforms.

Responsibilities

• Provide phone and email support for SONIFI’s hospitality technology systems.
• Troubleshoot and resolve remote issues related to system software/hardware, portals, and connectivity.
• Document all activity in Salesforce and assist with reporting and data gathering.
• Identify patterns in support cases and suggest potential improvements.
• Maintain a consistent 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

Verbal and written communication

Customer-focused under pressure

Follow structured procedures

Education

Associate’s degree in a technical field

Tools

Cisco routers and switches

Wireless networking protocols

OSI model and routing concepts

Job description

SONIFI Solutions in Sioux Falls, SD, is seeking a full-time Technical Support Tier 2 – Level 1 to join our on-site Technical Assistance Center (TAC). This role focuses on phone-based troubleshooting and helping hotel guests stay connected with our hospitality technology products.

As a first-line responder, you’ll resolve issues across software, hardware, portals, and connectivity, document activity in Salesforce, and assist with data gathering and reporting in a fast-paced call center.