Network Engineer

Job Description

Key Responsibilities: • Trouble Ticket (TK): for any minor/major breakdowns related to WAN issues Service Request (SR): SR’s are raised from outside groups, or within the support group for some maintenance work, that is required to be carried out. This may include store remodels or new store openings. • Change Request (CR): CR’s are raised to perform any configuration changes. CR needs approval from all parties concerned and is executed by an “Implementer”. For example, ACL Changes, etc. • Four priority levels are set for the above categories of work; Priority 0 is the highest, 3 being the lowest. The Support Engineer receives page and call from the help desk or Network Offshore team in case of Priority 0 and 1 Tickets. • Besides the above-mentioned tasks, the support engineers will work on internal projects created within the Customer EMEIA team, which could be related to different areas like network monitoring, health checks, configuration-related, etc. Most of the activities in this category are proactive. These tasks are normally performed by a group & they may span for days or sometimes weeks. Scope Inclusion: • Working on Video Related Issues & Support EMEIA Environment • Initial assessment based on the Standard Operating Procedure • Liaison with carriers, vendors and Apple SME’s as required for resolution • Escalate within a vendor’s management escalation chain • Communicate and update Apple internal customers who are impacted by service outages • Weekly Status Reporting to EMEIA manager • Support Apple Video communication systems using Cisco VC Product Suite • Support, implement & integrate Video conference and broadcast integrated solutions Scope Exclusions: • Network Internal Wiring • Helpline support • End-user training • Application bug-fixes, code modifications, etc