Information Technology Technical Support

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI
-first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.

AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework;
Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents.

Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance;
Healthcare and Lifesciences;
Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.

Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also, Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.

Type of Hire: Full Time

This opportunity is not available for visa sponsorship.

Note:
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…