Technical Support Tier 2 Level 1

Technical Support Tier 2 Level 1 Sioux Falls, SD Job Details Full-time 1 day ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Pet insurance Qualifications Wireless networking Phone communication Data reporting Equipment troubleshooting Salesforce Cloud Computer hardware Hardware support Network routing CRM system proficiency Data collection Associate's degree Cisco routers Communication skills Entry level 802.11 (Wi-Fi) Client interaction via phone calls Full 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

Note:

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 Pet insurance 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. #Technical