Voice Support Desk Specialist

Marco is a one-stop shop for all things business tech. Our employees are “movers and shakers” and our company is always striving to do what’s right. Does this sound like a culture you want to be a part of? We’re hiring a new team member to help take Marco’s technology further. More about us. We do it all – from copy and print solutions to IT and managed services. We are an organization led by salespeople with 650+ engineers ready to fix any and all issues. We have offices in 12 states and service nationally. Join our growing team. You won’t regret it.As a Voice Support Desk Specialist, you will be responsible for providing quality services to our clients while maintaining a high level of customer satisfaction. You will provide phone support, remote troubleshooting and administration.

ESSENTIAL FUNCTIONS:

• Provide technical support and remote help desk services to Marco voice clients, escalating when necessary.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems.
• Review current systems and make technical/process recommendations for improving efficiency, performance or reliability.
• Assist in crafting upgrade plans for client environments.
• Remotely service communications systems including PBXs, IP platforms, voicemail systems and other voice applications to include but not limited to Unified Messaging, Collaboration tools, etc. .
• Integrate and maintain network services such as DNS, DHCP, electronic mail, LDAP directories, VLANs and QoS.
• Maintain accurate client-specific documentation.
• Follow Marco best practices and operational procedures and create visual and written documentation.
• Stay current in all relevant certification paths.
• Accurately maintain documentation and comply with service administrative procedures in a timely basis.
• Maintain call center expectations.
• Attend required company and departmental meetings.
• Perform other related duties as assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree and two years of relevant experience; or equivalent combination of education and experience

LICENSES AND CERTIFICATIONS:

• Current high-level industry recognized certifications including at least two (2) of the following: Call Control, Voicemail, Unified Communications or Call Center.
• Valid Driver’s License, proof of personal insurance and an acceptable driving record.

REQUIRED SKILLS:

• Experience including but not limited to VoIP, IP, QoS,  Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker, LCS/LBG and Mobility.
• Proficiency with business collaboration tools such as MS Office applications and Visio.
• Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
• Commitment - This is needed to see a project or task from start to finish. Showing that you are a hard worker and committed to your job and improving yourself shows you can take something on and finish it.
• Initiative - Being able to demonstrate that you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can’t solve it yourself go find someone who can.
• Confidence - When you are assured of your own ability it shows you may need assistance for the tough situations that can arise.
• Team Work - The ability to work with others on a combined task, make contributions to the task and share the responsibility of the outcome.
• Time Management - Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines.
• Enthusiasm - You need to be able to motivate yourself.
• Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.

Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.    To apply (and to learn more about what makes us great), visit: www.marconet.com/careers EEO/AA