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CallTower Solutions Center

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

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