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Virtual Technologies Group · 1 day ago

Tier 3 Help Desk Technician (Ohio)

Ohio, United States

Full-time

Onsite

Senior Level

Virtual Technologies Group is a leading innovator in the technology sector, specializing in advanced virtual solutions. The Tier 3 Help Desk Technician is responsible for managing the service desk, ensuring efficient ticket resolution, handling escalated issues, and enforcing SLA compliance.

Telecom & CommunicationsCloud ComputingCyber SecurityInformation TechnologyVoIP

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

Qualification

Incident managementSLA complianceTechnical troubleshootingPerformance coachingCustomer service

Required

Experience in a Tier 3 Help Desk or similar technical support role

Strong understanding of incident management and SLA compliance

Ability to handle escalated technical issues and customer complaints

Experience coordinating with engineers and vendors for escalated issues

Proven ability to manage scheduling, shift coverage, and technician workload

Experience tracking and improving metrics like FRT, MTTR, Escalation Rate

Ability to lead operational sync meetings

Experience providing performance coaching and conducting incident reviews

Ability to act as Tier 1/2/3 Support and troubleshoot customer calls

Company

Virtual Technologies Group

Virtual Technologies Group is a customized IT solution, VoIP service, and systems company.

Founded in 1962

Maumee, Ohio, USA

51-200 employees

https://vtgus.com

Funding

Current Stage

Growth Stage

Total Funding

unknown

Key Investors

Brightwood Capital AdvisorsJacmel Partners

2026-02-02Debt Financing

2024-01-21Debt Financing

2022-10-11Private Equity

Leadership Team

Shawne Robinson

Chief of Staff to the CEO

Mike Curtis

Chief Revenue Officer (Sales) - Partner

Recent News

PR Newswire

Virtual Technologies Group Announces Acquisition of Whitlock IS

2026-02-02

PR Newswire

Virtual Technologies Group Announces Greg Yarrington as Chief Operating Officer and Executive Vice President of Technology

2025-04-22

PR Newswire

Virtual Technologies Group Appoints Quentin Gayles as Chief Revenue Officer to Accelerate Growth

2025-04-09

Company data provided by crunchbase