Tier 2.5 Help Desk Technician (Ohio)
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Job Location:
Maumee, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Tier 2.5 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
Required Experience:
Senior IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
We take care of the tech that takes care of you Request Quote What We Do Managed Services & cybersecurity Mitigating Risk, Proactive Maintenance, Stay Competitive, and Vendor Management Learn More Surveillance Experience Unmatched Security: our video surveillance services offer 24/7 m ... View more
