{"schemaVersion":"jobsearcher.job.v1","id":"12352aecf14bf1ca7c13f96e","url":"https://jobsearcher.com/jobs/12352aecf14bf1ca7c13f96e","canonicalUrl":"https://jobsearcher.com/jobs/12352aecf14bf1ca7c13f96e","title":"Support Engineer(IT L2 Support)","description":"Sonata Software Overview\n\nSonata 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.\n\nRole: IT L2 Support Engineer\nLocation: Nashville, TN(Hybrid)\nType of Hire: Full Time\nThis opportunity is not available for visa sponsorship.\n\nNote: Candidate should be open to travel within US\n\nOverview\n\nJob Description:\nThe 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 escalate to the proper IT Teams. This role is also responsible for End User Hardware support.\n\nKey Responsibilities:\nExperience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.\nAssisting L1's with escalations and technical questions.\nProvide technical coaching and training as things change in the environment.\nResolve all Level 2 issues.\nElevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)\nIT 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.\nCorporate Office Deskside Support includes but not limited to, Hardware deployment and support, peripheral deployment, and support.\nAdvanced Computer Hardware and Operating system troubleshooting\nEnd User Desk relocation and equipment moves.\nDiagnoses and troubleshoots end user desktop application issues and provides appropriate solutions.\nFollow-up with end users to provide status updates as per service level guidelines (SLA's)\nPerforms account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).\nCommunicate with customers at all levels of technical and non-technical skills sets.\nFollow all standard operating procedures (SOP) through the effective use of Knowledge management.\nWork collaboratively with people across the organization.\nSupport for PCs, laptops, printers, cell phones, and tablets etc.\nSupport 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.\nOther Duties as assigned\n\nRequired/Minimum Skills/Qualifications:\n\nMinimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment\nAbility to talk and type accurately at least 30 wpm.\nSound understanding of customer support, operations, and processes.\nAble to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.\nWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is preferred.\nWorking knowledge of the Microsoft Office application suite including MS Outlook\nExperience with multi-platform Windows O/S required.\nActive Directory and Exchange experience is required.\nSolid analytical/cognitive skills to troubleshoot complex and technical problems.\nAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.\nDemonstrated capability to achieve results under pressure in a fast-paced client driven environment.\nStrong desire and enthusiasm to serve customers.\nBasic knowledge of ITIL and Service Desk metrics/SLA s\n\nWhy join Sonata Software?\n\nAt Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.\n\nSonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.","company":"Sonata Software","rawCompany":"sonata software","city":"Fremont","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-14T11:06:31.909Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Engineer(IT L2 Support)","description":"Sonata Software Overview\n\nSonata 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.\n\nRole: IT L2 Support Engineer\nLocation: Nashville, TN(Hybrid)\nType of Hire: Full Time\nThis opportunity is not available for visa sponsorship.\n\nNote: Candidate should be open to travel within US\n\nOverview\n\nJob Description:\nThe 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 escalate to the proper IT Teams. This role is also responsible for End User Hardware support.\n\nKey Responsibilities:\nExperience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.\nAssisting L1's with escalations and technical questions.\nProvide technical coaching and training as things change in the environment.\nResolve all Level 2 issues.\nElevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)\nIT 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.\nCorporate Office Deskside Support includes but not limited to, Hardware deployment and support, peripheral deployment, and support.\nAdvanced Computer Hardware and Operating system troubleshooting\nEnd User Desk relocation and equipment moves.\nDiagnoses and troubleshoots end user desktop application issues and provides appropriate solutions.\nFollow-up with end users to provide status updates as per service level guidelines (SLA's)\nPerforms account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).\nCommunicate with customers at all levels of technical and non-technical skills sets.\nFollow all standard operating procedures (SOP) through the effective use of Knowledge management.\nWork collaboratively with people across the organization.\nSupport for PCs, laptops, printers, cell phones, and tablets etc.\nSupport 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.\nOther Duties as assigned\n\nRequired/Minimum Skills/Qualifications:\n\nMinimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment\nAbility to talk and type accurately at least 30 wpm.\nSound understanding of customer support, operations, and processes.\nAble to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.\nWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is preferred.\nWorking knowledge of the Microsoft Office application suite including MS Outlook\nExperience with multi-platform Windows O/S required.\nActive Directory and Exchange experience is required.\nSolid analytical/cognitive skills to troubleshoot complex and technical problems.\nAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.\nDemonstrated capability to achieve results under pressure in a fast-paced client driven environment.\nStrong desire and enthusiasm to serve customers.\nBasic knowledge of ITIL and Service Desk metrics/SLA s\n\nWhy join Sonata Software?\n\nAt Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.\n\nSonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.","datePosted":"2026-04-14T11:06:31.909Z","dateModified":"2026-04-14T11:06:31.909Z","hiringOrganization":{"@type":"Organization","name":"Sonata Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Fremont","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"12352aecf14bf1ca7c13f96e"},"url":"https://jobsearcher.com/jobs/12352aecf14bf1ca7c13f96e"}}