Network Support Tier 2 Level 1

Help shape the future of hospitality technology by solving complex networking challenges that keep hotels connected. We’re looking for a Network Support Tier 2 Level 1 Engineer who is ready to troubleshoot advanced network issues, support mission-critical broadband environments, and deliver exceptional technical support to customers around the world.

This is a technical support role based in our Sioux Falls office, where you will remotely troubleshoot and resolve customer technical issues. It is not a remote-work position or a network engineering role. Candidates whose experience is primarily in network architecture, design, or senior-level network engineering may find the position does not align with their experience level.

Schedule Requirements: This position requires flexibility outside of standard business hours. Employees may regularly be scheduled for evening, overnight, and/or weekend shifts, depending on operational needs. Candidates should consider these scheduling requirements before applying.

What you'll do:
Reporting to the Manager of Technical Support, you’ll serve as an advanced technical resource within SONIFI’s Technical Assistance Center (TAC). You’ll provide expert support for broadband networks and managed services while working closely with customers, field technicians, engineering teams, and internal stakeholders to resolve complex networking issues.

Provide advanced technical support for SONIFI’s broadband products, managed Wi-Fi services, and network infrastructure, serving as an escalation resource for internal teams, field technicians, service partners, hotels, and third-party vendors.
Troubleshoot, diagnose, and resolve complex network, hardware, and software issues involving WAN, LAN, routing, switching, wireless networking, RF technologies, and broadband services.
Perform remote system maintenance, break-fix support, upgrades, configuration changes, proactive network monitoring, root cause analysis, and customer issue resolution, ensuring timely communication throughout the support process.
Coordinate field dispatches, recommend replacement hardware, support system upgrades, maintain accurate customer records, and provide technical recommendations that improve service reliability and customer satisfaction.
Identify recurring issues and contribute to continuous improvement by maintaining knowledge base documentation, supporting multiple technology platforms, and expanding technical expertise through ongoing training and certification.

What you'll need:
We’re looking for a technically driven networking professional who enjoys solving challenging problems and thrives in a fast-paced customer support environment.

Associate degree in a related technical field or an equivalent combination of education and experience.
Experience supporting enterprise networking environments, broadband technologies, or managed network services, including troubleshooting hardware, software, and network infrastructure.
Strong knowledge of routing, switching, wireless networking, WAN/LAN technologies, Cisco networking equipment, the OSI model, and RF fundamentals.
Excellent troubleshooting, analytical, and problem-solving skills, with the ability to prioritize multiple issues while delivering exceptional customer service.
Strong written and verbal communication skills and the ability to collaborate effectively with customers, field teams, engineering, and internal support organizations.
Ability to work independently while contributing to a collaborative, 24x7 technical support environment.

Preferred:

One year of experience as a SONIFI Network Support Tier 2 or equivalent experience supporting enterprise networking or broadband technologies.
CCNA or another relevant networking certification.
Experience supporting hospitality, managed services, ISP, MSP, or enterprise networking environments.
Experience working in a technical support, NOC, or operations center environment.

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 605-988-1000.
SONIFI participates in E-Verify to confirm authorization to work in the United States.

#Technical