As a security technical support engineer, under normal circumstances, our daily routine is mainly to solve problems. However, for major projects or complex projects, more often our responsibility is to collect customer needs, pull through the R&D side assessment, confirm the needs, and confirm Program delivery time, testing and final delivery; it does not seem complicated. For those technical support engineers who have just entered the security industry and have not mastered this skill, I will highlight the key points for everyone, hoping to help.
Case: X City People's Hospital Sukang Code Project
Element 1 - Confirmation of needs (facing customers or sales)
1. Internal personnel enter the ID card information into the platform in advance, and internal personnel directly swipe their faces to bring out the Sukang code to open the door;
2. External personnel open the door by swiping the ID card or Sukang code;
3. Green code + temperature to open the door normally, red and yellow If the code or temperature is abnormal, the door will not be opened;
Note: The requirements here must be roughly clear to the customer, and do not need to be very detailed. If the details are detailed, there will be pre-development R&D technical support to check and reconfirm;
Element 2 - Familiar with product composition
The main product components are as follows:
1. Pedestrian passage gate
2. Face recognition gate
3. Back-end platform + big data platform
Element 3 - Confirm System Architecture
In the face of different product architectures, choose differently, and evaluate according to the actual situation;
In view of this situation where there are multiple solutions, we first recommend the optimal solution to the customer or confirm the best and best network system architecture based on communication and understanding; under normal circumstances, the priority
is information security > stable use > cost >Simple construction
For the above cases, the optimal architecture is: LAN + government affairs network
The actual real architecture is: broadband + public network
The main factors affected are security , stability, low cost, and easy construction
Element 4 - find the right key person
Summarize in 3 sentences
1. Find products through solutions, find R&D through products (here R&D is generally a demand evaluator)
2. Find third-party R&D through sales;
3. Find project escorts through sales (usually regional Product leadership, with the ability to pull through and push)
Note: The third point is mainly used for model points or projects of great significance, and is not required unless there are special circumstances;
Element 5 - First outside, then inside
It is recommended to follow the steps below;
1. First obtain the third-party interface through sales;
2. Send the email synchronization requirements and interface to key stakeholders + internal communication group + external communication group;
3. First connect the R&D on the platform side with the third party , the R&D on the pull-through platform side is connected with the R&D on the front-end side;
4. Synchronize the final requirements, development time, and development costs from the front-end side R&D + platform-side R&D emails;
Note: There must be sales + solutions in the email, and make good information Synchronization is very important; this step must be completed within 3 days ;
5. Submit the process and urge the process to be approved (completed within 2 days);
6. Program testing (be sure to inform the corresponding R&D in advance to ensure that there is R&D support if there is a problem on the day of the test) ;
7. Pass the test and formally deliver (information synchronization sales + solution + customer)
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