Description
Consultant Engineer:
Start date: 1st Oct'15
Duration of contract: long term - min 1 year
Language Preferred: English
Exact work location: Madrid - Spain
Job Description
- Designating a minimum of one (1) Network Consulting Engineers for onsite services provided during Standard Business Hours who shall provide onsite Support to Customer during Standard Business Hours over the Support Period of seven (7) consecutive calendar months constituting the Services Support Term of this SOW.
- Network Consulting Engineers will be on-site for the duration of the Support period.
- The onsite support shall be provided in respect of the following tasks and activities:
- Assisting the Customer with their technical troubleshooting
- Provide first level of contact for the Cisco reactive support
- Support the Customer with their Customer Service Requests (SRs)
- Assistance in Cisco and Customer meetings related to Customer's RIMA network
- Assist the Customer with their maintenance of the SIAMs (Customer internal name for trouble tickets) excel spreadsheet
Designating a minimum of one (1) Network Consulting Engineer for remote on call services provided on a 24x7 basis who shall provide remote on call Support to Customer over a period of seven (7) consecutive months constituting the Services Support Term of this SOW in respect of the following tasks and activities:
- On call support, 7x24 hours for critical issues (Severity 1)
- Open, follow up and close Customer Service Requests (SRs)
- Resolution of up to thirty (30) severities issues
- Undertaking to ensure continuous supply of any relevant Subcontractor resource required to fulfil their obligations under this SOW.
- Ensuring that Subcontractor resource completes a Cisco approved health and safety course prior to attending site.
- Coordinating and managing all Subcontractor responsibilities under this SOW.
- Within five (5) Business Days of Services kick-off providing Cisco with the details of personnel requiring access to Customer premises.
- Attending monthly review meetings to review the TEF NOS RED UNICA Support Services with Cisco.