Overview
A network operations center, or NOC (pronounced
"knock"), is a centralized location where IT technicians directly
support the efforts of remote management and monitoring (RMM) software. NOC
teams are widely used in the managed IT service space and an excellent service
delivery engine for many managed service providers (MSPs).
These technical teams monitor the endpoints they monitor and manage,
independently resolve problems that arise, and take preventive measures to
prevent many problems from occurring. NOC teams are also heavily involved in
high-level security actions and disaster backup and recovery (BDR) efforts,
ensuring 24x7x365 availability for MSP customers.
What are the Roles & Responsibilities of NOC technician
NOC engineers and technicians are responsible for monitoring the health,
safety, and capacity of the infrastructure in the customer environment. They
make decisions and adjustments to ensure optimal network performance and
organizational productivity.
When MSP action or intervention is required, NOC technicians can create
alerts (or "tickets") that identify and classify the problem based on
severity, alert type, and other criteria. Depending on the relationship between
the NOC and the MSP, technical teams can work together to resolve the problem
(and identify its root cause to avoid future problems).
Technicians are classified according to "levels", which
indicate the severity and difficulty of the problems they handle. The levels are
numbered 1 (easiest problems to solve, minor problems) and increase in capacity
as computer problems become more complicated. For example, in the event of a
hardware failure, an alert may initially be assigned to a level 1 technician.
However, upon closer inspection, if the problem goes beyond faulty hardware,
the ticket may be pass to a level 2 or 3 technician.
NOC technicians constantly search for abnormal network activity, make
technical adjustments, and can mobilize extensive resources, some of which will
seldom be used by an internal IT service provider, to respond to emergency
situations.
Additional NOC capabilities include:
- Installation
of application software, troubleshooting and updating.
- Mail
management services
- Backup
and storage management.
- Network
discovery and evaluations
- Policy
enforcement
- Monitoring
and management of firewall and intrusion prevention system (IPS)
- Antivirus
scanning and correction
- Patch
management and whitelisting
- Analysis
of shared threats.
- Quality
optimization service and reports
- Voice
and video traffic management.
- Performance
reports and improvement recommendations.
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