Monitor and Troubleshoot
It is up to NOC technicians to monitor hardware to ensure the proper operation of routers, switches, firewalls, and remote technologies. They field incoming calls, help clients troubleshoot networking issues, diagnose network and server problems, and provide resolutions. They also answer client questions regarding network features and services.
Provide Preventative Maintenance
NOC technicians oversee the preventative maintenance of all datacenter equipment for various industries. They repair and replace switches and routers, configure new servers, run tests, and perform upgrades to hardware and software to make sure networks run with no interruption due to failures or outages.
Schedule Field Technicians
Sometimes it is necessary to address issues on-site; in these cases, NOC technicians relay details about issues to field technicians and schedule them to go to the datacenter to work on equipment. They maintain field technician schedules, assist technicians on the phone, and keep records of repairs.
Document Calls and Service Results
NOC technicians document all incoming calls and record the technical issues addressed in each call. They maintain logs of resolutions, communicate with vendors about ongoing problems, and use a ticketing system to update information regarding the progress of each call. NOC technicians provide service incident reporting to customers and vendors. NOC technicians are available on flexible work schedules, possible participation in ‘on-call’ technical
support. NOC technicians are curious and organised, they know how to handle stress and give instructions. They have a real sense of customer service and good communication skills.