Network Support Tier 2 Level 1

Job Description

Help shape the future of hospitality technology by delivering exceptional technical support and keeping hotel networks running at their best. We're looking for a Network Support Tier 2 Level 1 Engineer who is ready to troubleshoot technical issues, support broadband and network infrastructure, and provide outstanding service to customers around the clock. This role is ideal for a technically curious professional who enjoys solving problems, learning new technologies, and making a direct impact on the customer experience.

What you'll do:

Reporting to the Technical Support Manager, this role serves as a key member of SONIFI's Technical Assistance Center (TAC), providing technical support for our hospitality technology solutions. You will work directly with customers, field technicians, and internal teams to troubleshoot issues, restore service, and ensure reliable operation of broadband, networking, and entertainment systems. Success in this role requires strong technical aptitude, excellent communication skills, and a commitment to delivering exceptional customer service.

• Provide technical support for SONIFI's products and services through phone, email, and remote troubleshooting while delivering an outstanding customer experience

• Diagnose and resolve hardware, software, broadband, networking, internet, portal, and MATV issues, including system upgrades, configuration changes, and remote maintenance activities

• Proactively identify recurring issues and performance trends, recommend improvements, and help drive timely resolution of customer-impacting problems

• Maintain accurate customer records, support documentation, service activity, and system performance data using Salesforce and other support tools

• Collaborate with field service technicians, internal departments, and customers to coordinate issue resolution while adhering to service level expectations and quality standards

• Continuously expand technical knowledge through ongoing training while supporting a fast-paced, 24x7 technical support operation

Together, we can build your future!

SONIFI offers a competitive compensation package based on factors including location, experience, education, specialty, and training. This position is also eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on-demand pay, and other benefits.

SONIFI and SONIFI Health value diversity and are proud to be an Equal Opportunity Employer. All qualified applicants will be considered regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any protected status.

If you require assistance with the online application due to a disability, please contact Human Resources at View phone number on kelolandemployment.com.

SONIFI participates in E-Verify to confirm authorization to work in the United States.

Job Requirements

We're looking for a customer-focused technical professional with strong troubleshooting skills and a passion for solving complex networking and technology challenges.

• Associate degree in a related technical field or an equivalent combination of education and experience

• Strong knowledge of networking fundamentals, including Cisco routers and switches, the OSI model, routing, switching, wireless networking, and internet technologies

• Experience troubleshooting hardware, software, networking, broadband, or technical support issues in a customer-facing environment

• Strong analytical, troubleshooting, and problem-solving skills with the ability to prioritize multiple issues while maintaining a high level of customer service

• Excellent written and verbal communication skills with the ability to communicate technical concepts clearly to customers and internal stakeholders

• Ability to work independently while contributing to a collaborative, fast-paced, 24x7 technical support environment

Preferred:

• CCNA or other current networking certifications

• Experience supporting hospitality technology, managed services, enterprise networking, ISP, MSP, or technical contact center environments

• Experience with Salesforce or other CRM and ticket management platforms