Tier 3 Help Desk Technician (Ohio)
Tier 3 Help Desk Technician
Company Overview:
Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world. Job Description:The Tier 3 Help Desk Technician assists with the day-to-day execution of the service desk, ensuring tickets are resolved efficiently and escalations are managed appropriately. This role is focused on incident management, SLA compliance, and team performance.
Core Responsibilities:
Monitor and manage ticket queues to ensure timely resolution.
Handle escalated technical issues and customer complaints.
Enforce SLA targets and drive compliance.
Coordinate with Tier 2/3 engineers and vendors for escalated issues.
Manage scheduling, shift coverage, and technician workload.
Track and improve metrics like FRT, MTTR, Escalation Rate, etc.
Lead operational sync meetings.
Provide performance coaching and incident reviews for techs.
Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed.
Key KPIs Owned:
SLA Compliance
First Response Time (FRT)
Escalation Rate
Mean Time to Resolution (MTTR)
Ticket Backlog
Supervisors collaborate on:
Bi-weekly service review reports
Escalation protocols and service improvements
Hiring and performance reviews
Team meetings and morale initiatives
PSA/RMM improvements and workflows
Recommended Jobs
OTR CDL-A W2 Truck Driver 100% No Touch / 85% Drop & Hook / Dry freight / 69CPM
Job Type: Full-Time, W2 Pay: $0.65–$0.69 per mile (based on experience) Drive the Best. Earn What You Deserve. We’re hiring experienced OTR CDL-A drivers who take pride in safe, professional…
Entry level CNC Machine Operator
Pro Staffing Solutions, a proud division of Pro Mechanical Services Co. is a rapidly growing family-owned skilled trades labor contractor dedicated to connecting talented professionals with leading c…
DWU - CESC - Quality System Technician - 1st Shift
DESCRIPTION Job Summary: Responsible of conducting internal audits (QMS, Mfg Process Audits, Product Audits) in an organization. Plan and lead trainings, root causea analysis and resolution of …
Continuous Improvement Manager
Overview: Shearer’s Foods, founded in 1974 and headquartered in Massillon, OH, is a leading manufacturer of salty snacks, cookies, and crackers. Specializing in private label and co-manufacturing, Sh…
Calvary Church Worship Pastor
Calvary Church in Maumee, OH, is a vibrant and growing Assemblies of God congregation led by Lead Pastor Chad Gilligan. With a commitment to creating an environment where people experience life chang…
Critical Facilities Project Manager
JOB TITLE: DEPARTMENT: PROJECT MANAGER CRITICAL FACILITIES COMPANY INFORMATION: Established in 1986, ATS Automation is the leading provider of energy management services, automated contr…
Director America's Communications Leader
Location: Anywhere in Country At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career where…
Phlebotomist - IOP Float
At Labcorp we have a passion in helping people live happy and healthy lives. Every day we provide vital information that helps our clients and patients understand their health. If you are passionate …