Support Engineer; IT L2 Support

Sonata Software Overview

Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Sonata’s Platformation™ methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers. A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata’s software portfolio includes the Brick & Click Retail Platform©, Modern Distribution Platform©, Rezopia Digital Travel Platform©, Kartopia E-commerce Platform©, Halosys enterprise development automation Platform©, CTRM Commodity Trading and Risk Management Platform© and KODO - AI Powered Customer Experience (CX) Platform.

Sonata’s Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise. As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata’s people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.

IT L2 Support Engineer

Nashville, TN (Hybrid)

Full Time

Candidate should be open to travel within US

The IT L2 Support Specialist will bridge the gap between the Level 1 Helpdesk personnel and the rest of IT. The IT L2 Support Specialist will be the primary escalation point for all Level 1 Helpdesk personnel and will work to resolve escalated issues or elevate to the proper IT Teams. This role is also responsible for End User Hardware support.

• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Assisting L1’s with escalations and technical questions.
• Provide technical coaching and training as things change in the environment.
• Resolve all Level 2 issues.
• Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
• IT Service Desk - provides first and second level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests.
• Corporate Office Deskside Support includes but not limited to, Hardware deployment and support, peripheral deployment, and support.
• Advanced Computer Hardware and Operating system troubleshooting
• End User Desk relocation and equipment moves.
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions.
• Follow-up with end users to provide status updates as per service level guidelines (SLA’s)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Work collaboratively with people across the organization.
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications including but not limited to, Microsoft Office, Adobe, SharePoint, VPN, and MDM (mobile device management) including installation, modification, and repair.
• Other Duties as assigned

• Minimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment
• Ability to talk and type accurately at least 30 wpm.
• Sound understanding of customer support, operations, and processes.
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is preferred.
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Experie…