- Network and System Monitoring: Permanent surveillance of technical systems monitored by the NOC tools (network, systems, security)
- Alarming: Acknowledgement of all alarms raised at the NOC, first level of troubleshooting
- Trouble ticketing ownership: Open, authenticate customer, update, own and close tickets
- Customer Notifications. Based on Service Level Agreements, notification of customers when an incident occurs. Notification is logged and tracked with a trouble ticket and followed up thoroughly until closure
- React on Systems and Network equipment following precise and written operations procedures
- First level problem resolution through procedures/Technical escalation to higher levels
- Reporting: Statistic gathering, management reporting, on-request customers’ reporting
- Email, phone technical support customer entry point
- Remote eyes and hands and Scheduled Level 1 tasks
- Procedure feedback and initiation
- Assist in project implementation (Cabling, IP configurations, racking, etc.)
- Write shift reports
- Provide Level 1 technical support on all NOC products and solutions. This includes after hours on-call support
