NOC Tier 2 Monitoring

Responsible for continuous monitoring of network health and serves as the first point of contact for network alerts. This role focuses on identifying connectivity issues, performing initial remote diagnostics, and coordinating with on-site staff to perform physical hardware checks and power cycles to restore service quickly. 

Key Responsibilities 

Alert Response & Initial Triage 

• Maintain a constant watch on monitoring dashboards and tickets to identify "Down" or "Critical" alerts in real-time. 

• Verify categorized tickets for every alert, ensuring all initial data (severity, site name, device IP, and alert time) is accurately recorded. 

• Basic Triage: Determine if an outage is site-wide or limited to a single device (AP/Switch) before beginning the troubleshooting process. 
  

Remote Troubleshooting 

• Perform basic remote tests including Pings, Traceroutes, and verifying "Up/Down" status via the network management system (NMS). 

• Execute basic remote recovery actions, such as port resets or service restarts, according to established playbooks. 

• Escalation: Timely escalation of tickets when initial remote troubleshooting steps do not resolve the issue. 
  

On-Site Coordination (Physical Layer)