What are the Characters & Responsibilities of a NOC Technicians?
NOC technicians and engineers are answerable for overseeing the health, safety, and capacity of the infrastructure around a customer. You make choices and adjustments to ensure optimal network performance and organizational productivity.
When MSP action is required, NOC technicians can create alerts that identify and categorize the problem based on sternness, alert type, and other criteria. Depending on the connection between the NOC and the MSP, technical teams can then work together to fix the problem.
Technicians are arranging according to “levels” which indicate the severity and difficulty of the problems they are dealing with. The levels are numbered from 1 and increase your ability to solve the most complex computer problems. For example, in the incident of a hardware failure, a Level 1 technician may first be given a warning. However, if further verification extends the problem beyond the faulty hardware, the ticket can be rapt toward a Level 2 or Level 3 technician.
NOC technicians frequently check for abnormal network activity, make technical adjustments, and marshal significant resources – some rarely used by an internal IT service provider – to respond to emergencies.
Additional NOC features include:
- E-mail management services
- Application software installation, troubleshooting and updating
- Network discovery and assessments
- Monitoring and management of the firewall and intrusion prevention system (IPS)
- Scan and fix viruses
- Policy Enforcement
- Patch management and whitelist
- Joint threat analysis
- Service quality optimization and reporting
- Voice and video traffic management
- Backup and storage management
- Performance reports and suggestions for improvement
A silent partnership
When an end-user works with a managed IT service partner with maximum efficiency, they are not even aware of the presence of the NOC. NOC technicians organize with the MSP – never directly with an end customer. That creates a user involvement where the MSP can seamlessly provide world-class support and problem solving with seemingly unlimited resources.
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In-house vs outsourced
The fixed labor and infrastructure costs of building an in-house NOC, SOC, or help desk team are usually too high to support a profitable and growing business. Even if he were entirely busy, he would not be able to handle peaks and valleys in demand while preparing for the maintenance of daily IT tasks that need to be complete.
Instead, MSP should deliberate partnering with a third party CNO who can do most of the mechanical work that wishes to be complete in a mounting MSP practice. Instead of a cumbersome internal process, a NOC serves as an extension of the existing MSP workforce so that the core technical staff of an MSP can focus on projects of high value and high ROI.
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Solve the skills gap and grow with a NOC
Given the lack of skilled, skilled, and experienced technicians able to tackle Levels 1 through using a NOC is a more efficient and cost-effective option than hiring technicians. On a large scale. Given the lack of skills, it is challenging, if not impossible, for many MSPs. To equip their business with enough technicians with the right skills to grow their business profitably. Given the high demand for these technicians, good technicians have salaries that have also increased proportionally, making it even more difficult to make profit margins when trying to keep staff on a large scale.
Though, a NOC eliminates the skills gap by offering all the resources that an MSP needs in its technical staff for a flat monthly fee. And as the MSP’s corporate grows, more resources are allocated, and scalability increased, MSP margins protected and 24x7x365 results achieved.
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NOC vs Help desk
Despite the many things that a system operations center, there is one thing that it is not – a help desk. That is an important distinction that can quickly become confusing for business owners if not adequately explained.
The big difference?
A help desk interacts with end customers. A NOC interacts with MSPs.
The NOC offers back-end maintenance, resolution problems, and support so that the MSP can answer to issues. As they arise and ensure customer availability. The help desk, on the other hand, is a call center that can be rummage-sale to directly answer questions from end customers who have an active problem. In other words, if an end-user has a problem, they can contact the help desk. If the MSP has a question, it will get the NOC.
The NOC and the Continuum platform
Continuum deeply integrates its NOC into its core platform and seamlessly. Delivers a combination of smart software and services to create an industry-leading solution. This integration enables MSPs to grow more successfully than their peers and reduce infrastructure costs by providing the full range of technologies, workforce and skills needed to add new customers while offering exceptional service quickly.