AzteQ’s Network Operations Center (NOC) is a global cluster of hubs from where our ICT technicians operate the Remote Monitoring and Management (RMM) software toolset. The NOC forms a critical component of all managed ICT services contracts and an excellent driver of service delivery quality following the ITIL principles. This technical team keep a watchful eye over every network connected device and layer of back-office infrastructure, independently resolving issues as they arise and taking preventative steps to ensure many issues do not occur. Our NOC team is also heavily involved in threat prevention and security management activity, data backup and disaster recovery efforts which ensure 24x7x365 uptime for our customers.
Roles & Responsibilities of a NOC Technician
NOC engineers and technicians are responsible for monitoring infrastructure health, security and capacity across all of our clients’ environments. They make decisions and adjustments to optimise network performance, individual and organisational productivity.
When any action or intervention is required, NOC technicians review alerts (or “tickets”) to identify and prioritise each issue or request for service based on severity, alert type and impact criteria. There is a collaborative relationship between the NOC and the regional on site technicians to ensure they work efficiently together to resolve each ticket (and identify its root cause to prevent future issues).
AzteQ’s NOC technicians range in experience and expertise identified by “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.
AzteQ’s NOC capabilities include:
- Application software installations, troubleshooting and updating
- Email management services
- Backup and storage management
- Network discovery and assessments
- Policy enforcement
- Firewall and intrusion prevention system (IPS) monitoring and management
- Antivirus scanning and remediation
- Patch management and whitelisting
- Shared threat analysis
- Optimisation and quality of service reporting
- Voice and video traffic management
- Performance reporting and improvement recommendations