– Monitor Field Team groups for escalations and assistancerequests, including switch renaming, device connection issues,and bespoke requests.
Escalations:- Escalate down, flapping, or restoring sites to the Internal NOCand Tower Down group, unless instructed otherwise or unsureof the outage reason.- Assist Area Managers by addressing specific client issues,even if not through APEX, based on direct contact with theclient.Provide assistance on Apex with complex issues escalatedfrom Senior engineers related to network quality, VPN, VoIP, orcloud-related faults raised by customers.
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