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  • 18 Jan 2019
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  • 22 Jan 2019
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  • 24 Jan 2019
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Technology 178 views Feb 25, 2020
What are the Roles & Responsibilities of a NOC Technician?

NOC engineers and technicians are responsible for monitoring infrastructure health, security and capacity on a clients’ environment. They make decisions and adjustments to ensure optimal network performance and organizational productivity.

When any action or intervention from the MSP is required, NOC technicians can create alerts (or “tickets”) that identify and categorize the issue based on severity, alert type and other criteria. Depending on the relationship between the NOC and the MSP, technical teams can then work together to resolve the problem (and identify its root cause to prevent future issues).

Technicians are categorized based on “levels,” which indicate the severity and difficulty of issues they handle. Levels are numbered from 1 (easier problems to solve, minor issues) and increase in their ability the most complicated of IT issues. For example, in the case of a hardware failure, an alert may be assigned to a Level 1 technician at first. However, upon further inspection, if the problem goes beyond the failed hardware, the ticket may be escalated to a Level 2 or Level 3 technician.

 

Source: continuum.net