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NOC Skills Training Course

 

Course Code: ITIC1015

Duration: 4 weeks

Lecture time included: 20 hours

Lab time included: 40 hours

Schedule*: Saturday 03:30PM-7:00PM

Price: $1200 inc.GST

 

 

Network Operating Centre (NOC) technicians provide support services for businesses that use communication networks to relay information. Employers for NOC technicians include wireless internet providers, telecommunications, engineering and computer programming companies.

NOC technicians provide customer and technical support for a variety of communications organizations. Therefore NOC technicians should have strong customer service skills and must be able to recognize and troubleshoot a variety of networking errors and related issues. Many NOC technicians are responsible for communicating with other operating centres or networking professionals, so good communication skills are essential.

 

Course Outline

Week 1

Introduction to Helpdesk Tools

  • Monitoring
  • Ticketing

Laboratory Work

Technical Skill Requirement

  • Review CCNA Knowledge
  • WAN Routing: A Key Skill

Laboratory Work

Week 2

NOC Process

  • Checking Alerts
  • Answering Incoming Calls
  • Indentify Alerts and taking appropriate Action:
  • Severity 1
  • Severity 2
  • Severity 3
  • Analyse Issues
  • Logging of Tickets
  • Escalation Process
  • Follow Up Process
  • Keeping customers and internal stakeholders informed of issue status and path to resolution.
  • Liaising with customers to ensure issues are understood and to ensure that all customers are treated in a professional manner.
  • Timely and efficient allocation of field staff for network issues
  • Ensuring all administration tasks including database management and reporting are completed within the required timeframes.
  • On-call support

Laboratory Work

Week 3

Soft Skills

  • Customer Service Skills
  • Time Management Skills
  • People Skills
  • Professional Skills & Behaviour
  • Courtesy & respect

Tips

  • Handling 24 x 7 workload
  • Answering Incoming Calls
  • Handling Multi-incoming Calls
  • Trouble-shooting Skills

Laboratory Work

Week 4

 

 

NOC Responsibilities

  • Provide Remote Technical Support within ITIL aligned Delivery Processes, including but not limited to Incident Management and Problem Management
  • Nightshift responsibilities: 7am – 7pm, 5 Nights On, 5 Nights Off, 2x Engineers per shift.
  • Manage, own and co-ordinate technical resolution of incidents either remotely or onsite utilising branch resources or External Service Providers.
  • Where appropriate, use lab equipment and resources to attempt to recreate client incidents and undertake fault simulation activities.
  • Accept, manage and update service requests to ensure contracted Service Level Agreements are met.
  • Understand and manage the requirements of being part of a 24x7 on-call operation, including but not limited to, shift hand-over, operational advice, guidance, support and escalation.

Benefits of Nightshift

  • Quieter Shifts - More time for you to focus on training and certifications.
  • 5 Day rest periods / "weekends" - Spend more time with your family & friends.
  • Beat the rush - No traffic, Free parking, Personal time during business hours.
  • Extra Nightshift Allowance paid monthly.

*Please note the course schedule is subject to changes.