Sonata Software · 9 hours ago
Information Technology Support Engineer
Nashville, TN
Full-time
Hybrid
Entry, Mid Level
2+ years expSonata Software is a global technology company specializing in platform-based digital transformation. They are seeking an IT L2 Support Engineer to bridge the gap between Level 1 Helpdesk personnel and the rest of IT, providing escalated support and resolving technical issues for end users.
Software
No H1B
Hiring Manager
Karan Srivastava
Responsibilities
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
Qualification
Required
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
Experience with multi-platform Windows O/S required
Active Directory and Exchange experience is required
Solid analytical/cognitive skills to troubleshoot complex and technical problems
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
Strong desire and enthusiasm to serve customers
Basic knowledge of ITIL and Service Desk metrics/SLA s
Company
Sonata Software
Sonata is a global software services company.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1999-07-28IPO
Leadership Team
Samir Dhir
Chief Executive Officer & Managing Director
Sharmila Sherikar
Senior Vice President, Head - Corporate Development
Recent News
2025-12-12
2025-11-19
Company data provided by crunchbase