What are the roles and responsibilities of a NOC technician?

what is noc ? A network operations center, or NOC (pronounced "hit"), is a central location where IT technicians directly support RMM (Remote Monitoring and Management) software efforts. NOC teams are widely used in managed IT services and are a huge driver of service delivery for many managed service providers (MSPs).

These technical teams keep an eye on the endpoints they are monitoring and managing, independently solving problems as they arise and taking preventative measures to ensure that not many problems arise. NOC teams are also heavily involved in high-level security, backup and disaster recovery (BDR) efforts to keep an MSP's clients up-to-date 24/7

What are the roles and responsibilities of a NOC technician?

NOC engineers and technicians are responsible for monitoring the health, safety and capacity of the infrastructure in a customer's environment. You make decisions and make adjustments to ensure optimal network performance and organizational productivity.

When action or intervention is required from the MSP, NOC technicians can create alerts (or "tickets") that identify and categorize 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 solve the problem (and determine the root cause to avoid future problems).

Technicians are classified using "levels" that indicate the severity and difficulty of the problems they are handling. The levels are numbered from 1 (easier to solve problems, minor problems) and increase your ability to tackle the most complex IT problems. For example, in the event of a hardware failure, a warning may first be assigned to a Level 1 technician. However, if further verification extends the problem beyond faulty hardware, the ticket can be sent to a technician from level 2 or 3.

NOC technicians constantly investigate abnormal activity on the network, make technical adjustments, and gather extensive resources, some of which are rarely used by an in-house IT service provider, to respond to emergency situations.

Additional NOC features include:

Install, troubleshoot, and update application software

Email management services

Backup and storage management

Network discovery and assessments

ACTION Policy

Monitoring and management of firewalls and intrusion prevention systems (IPS)

Scan and repair viruses

Patch and whitelist management

Joint threat analysis

Optimization and generation of quality of service reports

Voice and video traffic management

Performance reports and recommendations for improvement

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