Voice Support Desk Technician - Hybrid

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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

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at