Overview
–
Network Operations Center or NOC (pronounced "knock"),
is a centralized location where IT technicians directly support the efforts of
remote management and monitoring software (RMM).
NOC equipment is widely used in the IT managed services space and a
tremendous service delivery controller for many MSPs (managed service
providers).
These technical
teams closely monitor the endpoints they control and manage, solve problems
independently, and take preventive measures to ensure that many issues do not
occur. NOC teams are also heavily involved in high-level security actions and
disaster recovery and support (BDR) efforts, ensuring 24x7x365 uptime for MSP
customers.
What
are the roles and responsibilities of a NOC technician –
NOC engineers
and technicians are responsible for monitoring the health, safety, and
capability of the infrastructure in the customer environment. They make
decisions and adjustments to ensure optimal performance of the network and productivity
of the organization.
When an MSP
action or intervention is needed, NOC technicians can create notices (or
"handouts") that identify and classify the problem according to
severity, type of alert, and other criteria. Depending on the relationship between
NOC and MSP, technical teams can work together to resolve the problem (and
identify its root cause to prevent future issues).
Technicians are
classified into "levels," which indicate the severity and difficulty
of the problems they face. The levels are numbered 1 (more comfortable to
solve, small problems) and increase the capacity of more sophisticated computer
problems. For example, in the event of a device failure, an alarm can first be
assigned to a level 1 technician. However, after a more thorough inspection, if
the problem exceeds the hardware failure, the ticket can be passed to a level 2
or level 3 technician.
What is a Network NOC technicians are always
investigating abnormal network activities, making technical adjustments, and
can take advantage of extensive resources, some of which are just home IT
services, to respond to emergencies.
- · Application software installations, troubleshooting, and updating
- · Mail management services
- · Backup and storage management
- · Network discovery and assessments
- · Application of policies
- · Firewall and Intrusion Prevention System (IPS) monitoring and management
- · Antivirus scan and fix
- · Patch management and whitelist
- · Analysis of shared threats
- · Optimization and reporting of quality of service
- · Voice and video traffic management
- · Performance reports and recommendations for improvement
