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Enable zero-touch operations (Wellness visits (Cabinet access (Floor, Wall…
Enable zero-touch operations
Break Fix Support
Not leave store until is resolved
24 x 7 support
Emergency response to IM affecting remote locations
Parts replacement
LAN Redundancy (2 days)
Best effort support
Level 3 coordination
Training on-site users how do their part in helping maintain healthy network
Level 2 on-site support services
Resource availability
Spare HW Availability
Clean and vacuum computers
Help and organize desk where computer/printer are installed
Support to deploy process
Ongoing projects support
Wellness visits
Proactively identify issues
Check old network cables
Inventory control
Remove and recycle unused devices
Check aging equipment that should be replaced
Checklist monitors resolution
Password not printed
Lock screen
Outdated HW
Cabinet access
Floor
Wall mount
Cable clean up and remove unused equipment
Comm box wiring
Wall jacks (Data POS) Look for: Broken falling off the wall (hard to reach)
Switch ports used for different purposes
Orphan equipment
PCI Security Review
Unreported issues
Devices online
IMAC Services
Coordinate with HMSHost for procurement of supported equipment
Software support services
Asset and configuration maintenance
Structured asset management
Inventory control (1st wellness visit)
Network diagram
Soft skills
Building relationship
Trust
Manage user expectations
Understanding the nuances of the unique, respective airport network typologies
Identifying critical airport resources who can reliably "fast-track" our request and building/maintaining rapport
Processes
Ownership
Communication and follow up
SLA Response and acknowledge
Relationship with others departments
Ability to identify and proactive solving
Post morten analysis (Lesson learned)
Bring extra network cables
Ask if there is any additional we can fix
Find open tickets of the site
Life cycle policy
Minimize issues after deployment
Issue identification
Clarity of escalation path
Infra connectivity
Ability to troubleshoot
Network diagram up to date
Auditing rogue equipment and not authorized equipment
Knowledge
Manage user expectations
Product knowledge
Relationship with other departments
Tools
Remote support
OCM
Manage user expectations
Potential strategic alignment (CAPEX Projects)
Regional operation POC
For escalation ops issues back to it
Parking Lot
One window solution
easy way to communicate issues
Basic training for store staff (POS, Kiosk)
Life cycle policies
Expected HMS Host WiFi networks online