Tier 3 Help Desk Technician; Ohio

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.

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.

• 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.

• SLA Compliance
• First Response Time (FRT)
• Escalation Rate
• Mean Time to Resolution (MTTR)
• Ticket Backlog

• Bi‑weekly service review reports
• Escalation protocols and service improvements
• Hiring and performance reviews
  
  Team meetings and morale initiatives
• PSA/RMM improvements and workflows