6.

1 Permanent on site engineer

The bidder should provide onsite engineer in order to maintain the performance of the wireless
devices in the field and must be an Omani national.
The roles, responsibility and accountability of the on‐site engineer:
• Monitoring Systems: ‐ Monitor the performance and capacity of clients’ systems using
a variety of tools. Look after hardware, software, and environmental alerts or
malfunctions. When an issue is identified, work to determine the cause of the problem.
• Troubleshooting Problems: ‐ When a problem impacts services or works to triage or
troubleshoot and solve the problem.
• Tracking All Issues: ‐ While responding to incidents, Engineer must carefully track and
document all issues and resolutions in detail. Track Issues using ticketing system (EDesk)
that the Engineer is responsible for updating.

• Report Incidents: When problems are too large or complex for quick troubleshooting,
Engineer must escalate the issue to management, other IT resources or InfiNet
Support Team for assistance in reaching a resolution. Engineer maintains ongoing
communication within the team and externally, to keep all stakeholders aware of
relevant, known issues and the steps being taken. A monthly report of network Status
performance and availability status should be prepared and send to all stakeholders.
• On Site Troubleshooting and management of all networking and VOIP related devices
and equipment.
• Take over all commissioned systems from project teams with all required
documentation.
• Insure all infrastructure devices and systems are monitored using Daleel NMS system.
• Monitor Rigs and other mobile unites connectivity in a daily basis and report issues if
any.
• Perform a regular health check for all but not limited wireless system components
including passive components such as Masts.
• Insure that all systems are complying with Daleel security policies and procedures.

The on sit engineer shall have a minimum required skills and qualification as per the following:
a) Bachelor’s Degree in IT or equivalent with skill set of technologies like Licensed and
Unlicensed Outdoor Wireless, Indoor Wireless.
b) 1‐2 years of working experience in InfiNet Wireless.
c) Good knowledge in network switching and routing.
d) Basic Knowledge of cisco platform
e) Basic IP Knowledge
f) PTW Holder for Daleel
g) HSE Certifications as per Daleel standard.
h) Has good and effective communications skills in English and Arabic, bilingual will be
preference
i) Knowledge in Microsoft word, Excel and power point, Microsoft Visio.
6.2 Maintenance and Support
Support should cover advanced defective hardware replacement, firmware update, Contractor
technical assistance center 24x7 access, signature updates and subscriptions (where
applicable). The Contractor shall describe the mechanism to deliver the support for the product
during its life cycle including at least the following topics. See section 6 (Documentation):
a) Trouble calls;
b) On site engineer ‐ 24x7 technical support;
c) Spare parts depots locations and accessibility;
d) Advanced replacement service (availability and process);
e) Software maintenance releases (availability, installation process);
f) Escalation policy;
g) Technical support center locations;
h) EOL Notifications;
i) Legacy Products support policy;
j) Last parts purchase opportunity.