CARNET System Engineers
A CARNET system engineer is a person who, on behalf of a member institution, is responsible for the proper and stable functioning of CARNET's computing and communication resources at the institution's disposal, as well as their overall technical and security condition. As a rule, a CARNET system engineer is a person with appropriate technical education and experience in working with computer technologies.
The appointment of a CARNET system engineer implies that a member institution has a person, group of people, technical service, or external associate/institution that will take over the maintenance of the network server and communication equipment provided by CARNET.
Although the CARNET system engineer does not have to be an employee of the member institution, they must be appointed by the dean or director of the member institution in which they perform the function of system engineer. To appoint a CARNET system engineer, it is necessary to fulfill appropriate form. If a member has multiple individuals, collaborators, or institutions responsible for the member's computer-communication and information infrastructure, the officially appointed CARNET system engineer is the sole person through whom technical contacts between the member and CARNET are made.
For effective and timely communication in the prevention and resolution of computer security incidents, the CARNET system engineer is obliged to create an email address in the format abuse@institution_domain, regularly monitor emails arriving at that address, and respond promptly to requests from CARNET's CERT and Abuse services.
The rights and responsibilities of CARNET system engineers are described in the official document CDA0033.
CARNET System Engineers Helpdesk
When problems arise in the operation of servers and services supported by CARNET, CARNET system engineers can contact the Support Service for System Engineers (sys.help) at http://syshelp.carnet.hr/ using electronic identity in the AAI@EduHr system. The „hrEduPersonRole” attribute must be set to „CARNET system engineer” for the System Engineer in the institution's LDAP directory.
Customer support can also be accessed by email, by sending a description of the problem to syshelp@carnet.hr.
It is possible to pre-classify inquiries and send them to the following email addresses:
- paketi@carnet.hr (enquiries related to problems with CARNET packages)
- hardver@carnet.hr (Inquiries related to CARNET equipment malfunctions)
- vpu@carnet.hr (queries related to the VPU system - virtual servers in CARNET)
- wsus@carnet.hr (Questions related to Windows Server Update Services).
One part of the services that system engineers encounter has been excluded from the scope of CARNET's Help Desk for System Engineers. These services are:
- AAI@EduHr system – inquiries should be directed to paketi@aaiedu.hr
- network problems – it is necessary to contact CARNET's NOC (Network Operations Center) at the phone number: +385 1 6661 555. Necessary information can also be found on the page Permanent relationship
- Windows operating systems (server and client).