Network Support Tier 2 Level 1

Job Description

Job Description

SONIFI® Solutions, the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Network Support Tier 2 Level 1 associate to our team.

This is a full-time non-exempt position in the Technical Assistance Center ( TAC ) providing technical support to external and internal customers.

This position requires analytical thinking, strong troubleshooting, communication, and positive customer service skills.

Individuals must have a strong technical aptitude with a desire and willingness to continually learn and maintain knowledge.

What you’ll do :

• 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, Mobile, Network Infrastructure, MATV, Free-to-Guest, and Internet.
• Maintain accurate and timely updates to customer records using Salesforce.
• Compile data for customer usage and system performance analytics.
• Complete assigned training; and use downtime to self-study training documents.
• 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 include but are 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.
• This job description is not intended to be all-inclusive; there are other projects as assigned.

What you’ll need :

• A related two-year degree is required or equivalent combination of education and experience.
• 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.
• 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.

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform.

We work with global brands like AT&T, LG, and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

Company Description

SONIFI® Solutions is the leader in technology solutions for the hospitality and healthcare industries and our mission is to simplify technology so our customers can achieve their core mission.

Our team helps hotels, hospitals and businesses create memorable and seamless experiences for guests, patients, and employees.

We provide industry-leading technology and service platforms, working with global brands like AT&T, LG, Samsung, Google, and Amazon.

Our technology solutions are found in locations around the world, including North America, the United Kingdom, Australia, Spain and South Africa.

Company Description

SONIFI® Solutions is the leader in technology solutions for the hospitality and healthcare industries and our mission is to simplify technology so our customers can achieve their core mission.

Our team helps hotels, hospitals and businesses create memorable and seamless experiences for guests, patients, and employees.

We provide industry-leading technology and service platforms, working with global brands like AT&T, LG, Samsung, Google, and Amazon.

Our technology solutions are found in locations around the world, including North America, the United Kingdom, Australia, Spain and South Africa.