Alarm Handling and Escalation: The NOC engineer’s principle role is troubleshooting all the technical and quality related issues. In some instances, the issues are far too complex to be fixed quickly. This is when the NOC engineer must approach the upper management for assistance. They must simultaneously maintain communication with the vendors and the team to ensure they remain updated on any issues.
Client Interaction: Being a NOC engineer means they must regularly interact with the customers. Additionally, they have to treat the customers with diplomacy and politeness. Although the role of the NOC engineer varies slightly according to the situation, they must handle both the non-technical and technical requirements for the customer.
Documentation and Reporting: The NOC engineer provides network assistance by working in close contact with the vendors and clients. The NOC engineer must ensure their knowledge base is current and accurate, and all technical issues must be tracked and documented in a detailed format. Many NOC teams use a ticketing system to enable them to update details every minute regarding the current issues being resolved.
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