Network Support Tier 2 Level 1

About the role

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.

Responsibilities

• 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

Requirements

• 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

Qualifications

Local candidates only. This is an on-site role located in Sioux Falls, SD. This is not a senior networking or infrastructure engineering role. Ideal candidates are hands-on troubleshooters, not infrastructure architects.

Skills

• Technical troubleshooting skills
• Customer service orientation
• Problem-solving abilities
• Attention to detail

Benefits

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

Pay

Competitive compensation package.

Schedule

Fixed or rotating shift, including nights, weekends, and holidays as needed.