DESCRIPTION OF
SUPPORT RESPONSIBILITIES
DESCRIPTION OF
SUPPORT RESPONSIBILITIES
The Synchronized Networking Solutions (SNS) Engineer will assist in the day-to-day operations of SNS supported products as directed by the customer and will provide pro-active problem detection and resolution. The SNS Engineer may also perform product installation and configuration. Specific assignments may include the following:
Installation & Upgrade assistance.
Modification and maintenance of addressing schemes to support network expansion.
Work with Customer to plan and integrate future functionality. (upgrade planning)
Assist in developing documentation for projects related to SNS support.
Assist in providing support to remote Customer sites via telephone or on-site assistance.
Participate in status meetings and reviews as required.
The SNS Engineer will assist in managing the day-to-day process of integrating and implementing modifications to the Customer’s network. Specific assignments may include the following:
Review the Customer’s network design and the stated functional requirements. Prior to implementation, make recommendations regarding the planned design to Customer personnel.
Develop an implementation plan identifying the key resources and factors necessary to complete the project. Where appropriate, develop site installation documentation.
Coordinate and verify pre-installation requirements.
Design appropriate documentation to Customer regarding plans, schedules and procedures.
Assist customer in pre-configuration of hardware and software.
Complete site surveys and configuration information for each location.
Perform post-installation testing and verification.
Assist in detection and resolution of any failure conditions.
Conduct project review meetings as necessary.
The SNS Engineer will assist in analyzing network requirements and in the design and documentation of a complete network design scheme that meets the Customer’s written requirements for availability, scalability and security. Specific assignments may include the following:
Meet with appropriate Customer personnel to determine and/or document network design criteria and constraints.
Analyze and document functional requirements, network architectural requirements, NMS architecture, performance requirements, topological requirements and security requirements.
Develop a network design and a migration plan (if appropriate) pursuant to the Customer’s stated requirements.
Assist Customer personnel during the implementation phase to ensure a smooth migration/implementation.
Participate in status meetings and reviews as required.
Provide program management with regard to network implementation.
The Specialist Engineer provides the highest level of support to the clients and field engineers. The members exhibit the highest level technical knowledge in their product of expertise. The level of expertise required of the Specialist Engineer is in-depth product and industry knowledge as well as, where required, certification on the product of responsibility.
Responsibilities of Specialist Engineer personnel will be:
Provide other team members, if assigned on site, in depth support for reasons determined at the time of request for a Specialist Engineer.
Continual studies of the product that they are specialized in.
Distributing technical information obtained to the rest of the team.
Assist in network design or network design verification that pertains to their area of expertise.
Assist in troubleshooting any networking or product issues that arise that pertain to their area of expertise.