Job Description

SONIFI® Solutions, the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Technical Support Tier 3 Interactive Media 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.
 

You will serve as a higher level technical specialist, supporting our hospitality and healthcare customers with interactive and linear video solutions, streaming media solutions, digital signage, and mobile apps.  You will field escalations from Tier 2 and Field Technicians, and be responsible for promptly troubleshooting, identifying root case, and providing resolution to complex customer issues.   You will be a technical advisor to internal and external customers and represent the company professionally.  This position requires a combination of strong technical aptitude, analytical thinking, troubleshooting, communication, customer service skills, and the desire and willingness to continually learn and maintain knowledge.


What you’ll do:

  • Provide superior technical support through phone, email, and web channels.  Take ownership of technical issues from initial intake to resolution.
  • Identify root cause, provide prompt and effective resolution to issues, and develop prevention methods as applicable. 
  • Gain mastery of SONIFI systems, tools, and techniques for troubleshooting, diagnostics, and service recovery.
  • Conduct data and log analysis to identify potential issues.
  • Perform software and firmware upgrades as applicable; ensure TSL/SSL certificate compliance; ensure system compatibility across all key components.
  • Run command line scripts as applicable.
  • Partner with Engineering, Field Support, and other groups to propose resolutions, verify and report bugs, and request enhancements as appropriate. 
  • Maintain accurate and timely documentation and updates of customer records using Salesforce CRM.
  • Advise customers on technical issues and best practices to help them achieve the desired end results. 
  • Take ownership of key subject areas and contribute documentation as appropriate for internal knowledge base.
  • Proactively identify problems and trends and make recommendations for solutions.
  • Handle confidential and proprietary SONIFI and customer information.
  • Adhere to departmental quality standards.
  • Other projects and duties as assigned.

What you’ll need:

  • A two-year technical degree is required or equivalent combination of education and experience. 4-year technical degree is strongly preferred.
  • 3+ years prior experience working within technical support function is required
  • 3+ years prior technical experience in wireless networking is required.  You must be comfortable working across software, hardware, firmware, and networked solutions.
  • Prior experience with media systems such as commercial TVs, set-top-boxes, streaming media players, cable / satellite TV, are highly beneficial.
  • Prior experience with TCP/IP, DHCP, DNS, TSL/SSL, and other networking concepts.  
  • Working knowledge of network system components such as routers, switches, firewalls.  Coax / RF network experience would be a bonus. 
  • Command line interfaces and hand-on scripting experience; Linux server experience; VM instances; AWS cloud; SQL and other database experience are strongly preferred.
  • Experience with Salesforce CRM, JIRA / Confluence, or similar tools.
  • Superior problem solving skills and issue ownership.  Desire to see things through.
  • Professional verbal and written communication skills and conduct, the ability to follow department procedures, work independently as well as part of a team.
  • Attention to detail, ability to maintain poise under duress, and uphold a positive attitude are critical to success in this role.
  • As this is a critical position in a 24x7 support function for our customers, promptness, availability, and shift adherence are essential.   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.

SONIFI’s team is changing people's lives through memorable guest experiences and better patient outcomes - 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, content & programming, and healthcare solutions, along with unparalleled nationwide technical support and professional services.


We are seeking candidates in the Sioux Falls, SD area.
 
 #Technical

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online