Service Desk Organization Structure (Cisco)
Tier 1 – On-call technician
Responsible for managing and supporting escalated support cases regarding CallTower’s hosted Cisco Voice, Jabber, and Networking platforms. Acts the initial contact between CallTower and the Customer.
Tier 2 – Technical Support Engineer
Engage coworkers as needed for issues outside of area-of-expertise. Responsible for managing and supporting escalated support cases from Tier 2 Technician regarding CallTower’s hosted Cisco Voice, Jabber, and Networking platforms. The senior technician will work collaboratively with fellow team members to take a holistic approach to customer technical support issues. The position will mentor and train Tier 1 Technical Support Technicians as a subject matter expert.
Tier 3 – Senior Technical Support Engineer
Works collaboratively with CallTower’s Engineers/Developers as the dedicated liaison to take a holistic approach to customer technical support issues. The position will mentor and train Technical Support Technicians/Engineers as a subject matter expert. Will determine if additional resources are needed. Will escalate to CallTower Cisco Engineers if needed.
CallTower Cisco Engineer
Responsible for opening and managing cases with Cisco TAC