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In the space of streamlined IT services, a network operations center (NOC) is a centralized site where IT engineers can directly assist the efforts of remote monitoring and management (RMM) software. Experts from Convergence Labs Hyderabad explain that the NOC Engineers are on board to keep an observant eye over the entire monitored endpoints, and to ensure round the clock uptime for an MSP’s customers. Whether the MSP takes up an in-house NOC, outsources to a third-party provider, or redistribute a hybrid solution somewhere in the middle, the NOC’s key functions and responsibilities continue to be the same.
Know more: What is NOC?
Roles & Responsibilities of NOC Engineer
The responsibilities of NOC engineers and technicians include supervising each netflow, hop, server and endpoint connected to an MSP’s client networks. They examine infrastructure robustness, security and capacity, and make suitable modifications to ensure favorable network performance and organizational efficiency. Whenever MSP requires any action or intervention, NOC technicians can generate alerts or tickets that classify the issue based on its sternness, alert type, and some of the other criteria.
Engineers are categorized depending on “levels”, which designate expertise and problem-solving capability. In the case of a hardware breakdown, an alert may be allocated to a Level 1 technician initially — but after further inspection if the issue goes beyond the failed hardware, the alert may be escalated to a Level 2 or Level 3 engineers.
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