Systems Engineer
Sicuro Group LLC
Total des années d'expérience :4 years, 5 Mois
- Maintain and troubleshoot GPS tracking devices both personnel and vehicle trackers.
- Provide 24/7 technical support through email, Skype, Team Viewer and phone to clients
in high risk areas such as Iraq, Afghanistan and parts of Africa. Clients include
government departments, NGOs, private security companies and firms operating in the
oil and gas sectors.
- Assist clients on their queries to the tracking devices and its integration to the tracking
system platforms (SicuroTrack, SicuroTrackV2, SicuroFleet, SicuroPeople, Critical Trac
and IntelyseYou).
- Proactively monitor the system tracking platform and reacts accordingly to any issues or
system downtime.
- Perform firmware and script configuration and activation/deactivation/swapping of
airtime of the tracking devices using software applications, manufacturer’s web portals,
and Over-the-Air (OTA) commands.
- Conduct remote training of the tracking platform and devices to clients using Go To
Meeting and Skype.
- Compose technical documents and tracking devices’ reports when clients requested it.
- React to panic alerts of the tracking devices by coordinating with client’s POC through
email and Skype and verify with them if they need assistance.
- Compose daily status reports of tracking devices of Primary Monitoring clients and
follow the protocols in case of panic and devices’ disconnection.
- Follow Operations processes and all protocols in supporting clients.
-2nd level support on maintenance and operations of Enterprise Data Network and Customer.
-Handle Network and Customer trouble tickets endorsed by 1st level support team.
-Effectively coordinate with other support groups in troubleshooting and restoration of Core Network and Last-mile outages within agreed Service-Level Agreement.
-Escalate to vendor and 3rd level support of technical issues beyond scope.
-Release regular email updates at defined time intervals about the status of outages and action being taken to resolve the outage from the onset of the event until closure.
-Monitor the health (CPU utilization / Memory utilization / Temperature /Capacity utilization) of Core Network Elements through efficient use of Network Management System tools to ensure that all equipments are running properly.
-Assist on network and last-mile corrective activities to ensure network resilience and availability.
-Check and validate newly installed network design by the Engineering Department.
-Troubleshoot different types of Data Services such as GIX, BGIX, Direct Internet, DSL, IPVPN, MPLS, Leased Line and IPL.
-Use of different equipment brands such as CISCO, HUAWEI, Coriant, ECI and Telindus.
-Work on shifting schedule to provide 24x7 technical support.