Remote Voice Support Desk Systems Engineer at Marco Technologies (Omaha, NE)

| Omaha, NE
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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 – working full-time, Monday - Friday, 8am-5pm.
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.

The Voice Support Desk Systems Engineer is responsible for providing quality services to our clients while maintaining a high level of client satisfaction. You will remotely perform service based repair calls and provide remote technical support to Marco clients. You are responsible for management, administration and integration of products, services, and applications for Marco's voice operations.

Main Responsibilities

  • Provide technical support and remote help desk services of voice production networks and systems
  • Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems
  • Review client environments 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.
  • Plan and manage service-related work independently
  • Integrate and maintain network services such as DNS, DHCP, electronic mail, LDAP directories, VLANs and QoS
  • Maintain accurate client-specific documentation
  • Develop and 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 by direct manager or supervisor

Required Responsibilites:

  • Bachelor's degree or equivalent experience required
  • Mitel experience
  • Experience including but not limited to VoIP, IP, QoS, Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker
  • Current high level industry recognized certifications including at least 2 of the following: Call Control, Voicemail, Unified Communications or Call Center
  • 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.
  • Networking certifications including Cisco, Microsoft, QoS, Wireless, and call center applications preferred

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.

*all benefits are dependent on employment status
To apply (and to learn more about what makes us great), visit:

More Information on Marco Technologies
Marco Technologies operates in the Cloud industry. The company is located in St. Cloud, MN, St Louis Park, MN, Appleton, WI, Sioux Falls, SD and Fargo, ND. Marco Technologies was founded in 1973. It has 1086 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 16 open jobs at Marco Technologies, click here.
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