Tier 3 Help Desk Technician (Ohio)
Virtual Technologies Group•Mauemee, OH
1d
About The Position
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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
