Voice Support Desk Technician - Hybrid

Voice Support Desk Technician - Hybrid

Marco Technologies

The Voice Support Desk Technician is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will be responsible for determining problem severity, performing basic remediation and assigning service requests to appropriate resources.

• Respond to client calls, client emails, system alerts and other correspondence in an appropriate and timely manner.
• Participate as a primary resource within the inbound calling contact center for voice clients.
• Determine problem severity, establish priorities and assign service request to the appropriate resource.
• Accurately and promptly log client problem information and create a service request.
• 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.
• 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.
• Remediate support requests for move/add/change type work.
• Maintain accurate client-specific documentation.
• Follow Marco best practices and operational procedures and create visual and written documentation.
• Accurately maintain documentation and comply with service administrative procedures in a timely basis.
• Verify and maintain client contact and database information.
• Participate in best practices and follow operations procedures to create efficiencies.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
• Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

• Associate’s degree and two (2) years of related experience.
• Current high level industry recognized certifications including at least one of the following:
  Call Control, Voicemail, Unified Communications or Call Center.
• 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.
• Valid driver’s license and acceptable driving record.

• 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.

Pay Range: $21.64 – $32.46 hourly

• Entry level

• Part‑time

• Information Technology

• IT Services and IT Consulting