Technical Support Tier 2 – Level 1

• Provide phone and email support for SONIFI’s suite of hospitality technology systems
• Troubleshoot and resolve remote issues related to: System software and hardware
• Troubleshoot and resolve remote issues related to: Customer portals and remote access tools
• Troubleshoot and resolve remote issues related to: Internet connectivity and Wi-Fi networks
• Troubleshoot and resolve remote issues related to: 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

• 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
• Basic understanding of: Wireless networking protocols
• Basic understanding of: 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

CCNA or similar certifications are a plus—but not required

• 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