Technical Assistance Center Support Desk - Networking

At SONIFI Solutions, we create technology that elevates guest experiences in the hospitality industry—from in-room entertainment and Wi-Fi to smart device integrations and digital signage. This is an on-site, full-time role in our Sioux Falls, SD headquarters for early-career professionals who enjoy phone-based technical troubleshooting.

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. Your support keeps hotel guests connected, entertained, and informed every day.

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

This is a technical support position focused on issue resolution, not a network engineer role. Ideal candidates are hands-on troubleshooters, not infrastructure architects.

Benefits

• 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

Schedule

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