Technical Support Tier 2 Level 1

Do you thrive in fast-paced environments and love solving complex tech challenges? Join SONIFI's 24/7 support team and become the go-to expert for delivering seamless solutions across our cutting-edge product suite—from network infrastructure to guest-facing systems!
SONIFI is seeking a dedicated and technically skilled Technical Support Specialists to join our 24/7 call center team. In this critical role, you’ll provide expert support to both internal and external customers across SONIFI's suite of products and services. From remote troubleshooting and system upgrades to network infrastructure and performance analytics, you’ll be at the forefront of ensuring seamless customer experiences. This position requires strong problem-solving abilities, excellent communication skills, and a commitment to maintaining high standards—even during holidays and company closures.
What you'll do:
• Provide technical support to external and internal customers via phone and email for the SONIFI suite of product and service offerings.
• Proactively identify potential problems and trends and make recommendations for solutions.
• Perform remote support and troubleshooting which will include, but is not limited to: System Upgrades, Software, Hardware, Portal, Network Infrastructure, MATV, Internet.
• Maintain accurate and timely updates to customer records using Salesforce.
• Compile data for customer usage and system performance analytics.
• Acceptable attendance is essential as this is a “Critical” position in a 24x7 call center; this includes arriving on time, being in “available” status and working the duration of your scheduled shift.
• As this is a critical position, you will be expected to work during company closures, which includes, but is not limited to closures related to holidays and weather.
• This position may work a set, rotating, day, mid, or night schedule which may include holidays and weekends. Overtime may or may not be mandatory.
• Handle confidential and proprietary SONIFI information.
• Adhere to departmental Call Quality standards.
What you need:
• A related two-year degree is required or equivalent combination of education and experience as this is a new to career role. Candidates must have the aptitude to learn new technology along with the requisite professional communication skills to work in a call center and team environment.
• Knowledge of Cisco routers, switches, OSI model, routing and wireless protocols preferred. Will be cross trained on multiple platforms as needed.
• Must have professional verbal and written communication skills, the ability to follow department procedures, work independently as well as part of a team, technical troubleshooting and problem-solving skills. Learn and follow company and departmental policies and procedures.
Together, we can build your future! SONIFI pays a competitive salary for this role based on a variety of factors including location, experience, education, specialty, and training. Shift differential and holiday pay depending on specific shift and working hours. This position is also eligible for PTO, holidays, health, dental, vision, retirement plan, pet insurance, on-demand pay, and a variety of other benefits.

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application, due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.
SONIFI Solutions participates in E-Verify, a federal program to confirm authorization to work in the United States. Learn more about E-Verify participation and Immigrant and Employee Rights.


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