A NOC is the network operations center whether it is an IT Support Company or any other company. Its working and size mainly depends on the client company. It can vary according to the customer needs and requirements. This center gives mainly the front line support to small and medium sized business. Some companies have their own internal network operations centers which work as their own customer service center.
The company’s technical department or if it is a NOC it can have various levels of support mainly L1, L2 and L3. These levels perform different tasks according to the support issues got through calls, e-mails or through online chats. The technicians and services engineers have different educational levels and working experience related to their profiles. The level 1 support engineer has some basic knowledge and software to resolve the problems or queries. These types of engineer are trained with the product with limited experience according to the need and customer requirements. They can basically solve up to 50 to 70 percent problems.
When the level 1 is failed to solve the problem then it is forwarded to the second level that is L2. They are more experienced and skilled and they try to find out the base of the problem. They have some specific debug tools and softwares which they used to resolve the issue. They have many analysis and troubleshooting methods to work. As the problem is new and the concerned person is unable to make some solution for it then it is his duty to raise this to the next level.
It is the top level of support of tier 3 support/level 3 support/backend support/high end support or support line 3. These engineers are expert and they not only they give assistance to the previous levels but also do the required research & development work to go through the issue completely. These engineers take the required customer information all other relevant data about the issue and a vast troubleshooting is done. When the cause of the problem is scanned then they design and generate the action plan on a test basis and in the end a complete documented solution is given to the client with proper response.
The above information notifies little about the concept of working of the NOC mainly in the companies related to IT infrastructure services but for more information we have to go in detail because it is a big concept. A network operations center at present has become the back bone of the IT department of every organization.
IT Support Company is providing the IT infrastructure services for small & medium business in UK & USA.
