IT L2 Support Engineer

About the role

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services. Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes AgentBridge-a governance and observability framework; AgentBuilder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents. Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space. Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge. Also, Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.

Role: IT L2 Support Engineer
Location: Nashville, TN (Hybrid)
Type of Hire: Full Time

The IT L2 Support Specialist will bridge the gap between the Level 1 Helpdesk personnel and the rest of IT. The IT L2 Support Specialist will be the primary escalation point for all Level 1 Helpdesk personnel and will work to resolve escalated issues or escalate to the proper IT Teams. This role is also responsible for End User Hardware support.

Responsibilities

• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Assisting L1's with escalations and technical questions.
• Provide technical coaching