Help Desk Technician - Tier 3 Job at Virtual Technologies Group, LLC, Maumee, OH

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  • Virtual Technologies Group, LLC
  • Maumee, OH

Job Description

Job Overview:  

The Senior Help Desk Technician works directly with the manager to ensure the following: SLA goals are met, processes and procedures are followed, and serve as the primary escalation point for advanced tickets from Tier I and Tier II. 

Responsibilities/Job Functions:    

  • Assist the Supervisor with daily processes at the help desk. 

  • Troubleshoot and resolve computer-related issues with end users remotely and over the phone.  

  • Proactively monitor tickets to prevent larger issues from occurring. Assign internal resources as needed. Watch for trends.  

  • Resolve tickets escalated by Tier 1 and Tier 2 technicians. 

  • Training, mentoring, and supporting T1/T2 Help Desk Technicians.  

  • Holding weekly training sessions with the T2 Help Desk Technicians. 

  • Handle infrastructure or server related tickets. 

  • Escalate any unresolved tickets to the next escalation team as needed.  

  • Monitor and fix issues related to customer backups. 

  • Troubleshoot issues with VoIP. 

  • Diagnose and fix Quality of Service issues related to VoIP. 

  • Deploy new VoIP servers, and handle upgrades of old servers in the datacenters. 

  • Perform operating system maintenance and scripting in CentOS. 

  • Participate in ALL team meetings and required training/certifications. 

  • Participate in team on-call rotation. 

  • Meeting project deadlines.  

  • Monitor and act on all SLAs levels and work with T2.  

Minimum Qualifications:  

  • Degree Requirement: 2 years. 

  • 2 Industry certifications gained within the last 3 years. 

  • Years of Experience: 2 years in data and voice. 

  • Strong knowledge of Linux. 

  • Experience with Asterisk or FreePBX is very desirable. 

  • Experience with advanced switching and routing is a plus. 

  • Working knowledge of entry level routers and switches. 

Job Tags

Full time, Remote job,

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