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.

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!

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