Network
Opeartion Center (NOC)
(
A Seamlessly Integrated Unit
of Your Operations
GOIP Group provide you with a seamless experience of owning a Network Operations Center – without actually having to manage it yourself with unmatched technical support and expertise.
By handling more than 90% of your routine tickets, we share the labor-intensive responsibility of your business – to save costs and allow you to focus on projects that have more business value.
GOIP Group offers high quality content, delivery and execution services through an ultra-secure, highly resilient network.
OUR Features and Capabilities
Features
and Benefits
– Proactive monitoring for ongoing performance analysis, self-healing, and auto-remediation
– Escalation and resolution support with ITSM and ITIL best practices to meet high-quality standards
– Certified engineers covering comprehensive end-to-end managed IT services for seamless operations
– Comprehensive network and infrastructure components to ensure optimum performance
Tiered Support
Help Desk & Incident Management Tiers
Tiered Support: Help Desk & Incident Management Tiers
For any incidents, we immediately get into action, open up a conference bridge, liaise with all the involved parties for resolution, and send regular updates to business and IT stakeholders, based on the escalation matrix. The following are the different tiers of support our Help Desk offers.
The NOC Level 1-Level 3 network resolution framework provides a structured approach to address and resolve network issues effectively. Each level plays a vital role in maintaining the stability and reliability of the network infrastructure, ensuring uninterrupted business operations and minimised downtime.
Tier-0
Support
This is automated or self-service support level that users can access themselves without the aid of the Help Desk. Level 0 support is performed without the aid of a Help Desk technician.
– Self-service facilitates automated password resets, websites for requesting ITIL support, and knowledge base lookup.
– While this is primarily the responsibility of the customer, we can work with the customer to develop Wiki’s and other desk references that are useful for self-service and efficient incident management before opening a ticket.
Tier-1
Support
It is backed by a generalist NOC Technician with a broad understanding of a part(s) of the IT and network infrastructure under management.
Basic support and troubleshooting, such as password reset, printer configurations, break/fix instructions, ticket routing, and escalation to Tier-2 and Tier-3 support.
Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.
When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/ Severity Level and Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.
When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/ Severity Level and escalates to the appropriate Tier-2 contact, along with the ticket number; then tracks the ticket to close.
Tier-2
Support
– Issues such as break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) are handled in this level of support.
– Issues escalated by Tier-1 support are handled. The technicians here are more specialized and will first determine if the problem falls in the specialist’s domain, based on the data collected by the Tier-1 NOC Technician.
– if it falls in their domain, they determine if it is a new or an existing issue. At this point, NOC specialists might use advanced diagnostic tools and data analysis.
If it is an existing problem, Tier-2 specialists find out if there is a solution or a workaround in the database. However, in some cases, there might be no solution if it is a known issue. In such cases, NOC Engineers include additional notes on the issues register and escalates to the relevant vendor or Tier-3 Engineer.
– If it is a new problem, they conduct further analysis to see if it could be fixed and resolve the issue. If not, it is then escalated for Tier-3 support, where it is typically assigned to a certified NOC engineer or a product specialist.
Tier-3
Support
Highest Escalation
– Highly complex incidents with the ability to engage with a specialist in the vendor Technical Assistance Centers (TAC) are handled in this level of support.
– They collect all the necessary information from the bottom two tiers. They perform deep level analysis, directly work on sensitive administrative permission items, and implement changes, configurations and other technical solutions (within the limits of the contract) for fault resolution.
– Support for troubleshooting, configuration, database administration, and repair for servers, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
Furthermore, with the ability to deploy solutions to new problems, our Tier-3 Engineers have the highest level of expertise for solving difficult issues. They become the customer’s central point of contact for coordinating complex incident resolution that might involve multiple vendors.
Your externetworks
advantage
Solves IT Crisis:
Our Help Desk Services help resolve any critical issues before it turns into a IT crisis and brings your business to a standstill.
Complete Freedom form IT Worries:
You will gain complete freedom from all your IT worries through our Help Desk Service offerings. You can then focus on your core competencies with total peace of mind.
Real-time Dashboard Monitoring:
We provide you with an IT Health Dashboard that helps you get an overview of real-time view of status of your enterprise IT.
Expert Support across Diverse Technologies and Platforms:
You can be assured to get the best support services across a diverse range of technologies and platforms, with our certified engineers taking care of your IT needs.
Cost-efficiency through Economical IT Support Costs:
You can enjoy the benefits of economical IT Support costs through our cost-effective and efficient IT solutions.
Superior Productivity:
Your employees and customers can be free from the stress of IT worry and focus on their core jobs, which leads to higher productivity and enhanced user experience.
On-Demand IT Support:
With our Help Desk Services, you can benefit from on-demand IT support from our expert team of engineers, who are just a call or click away!
Regular IT Health Reports:
You can know the status and performance of your IT environment through a regular quarterly report on Lifecycle Management, Network Health, Warranty and much more.
Download Useful Resources
Did you know
Our IP backbone is ranked #1 worldwide?
OUR
CERTIFICATION
Penetration Testing Service Licence & Managed Security Operations Centre (SOC) Monitoring Service Licence 
Singapore SBO IMDA 
HK SBO OFCA 
ISO 27001 
ASP（MCMC） 
FCC 214 & FCC 499
Entrusted ICT Partners Across Industries
CCIE
Cisco Certified Internetwork Expert
CISSP
Certified Information System Security Professional
LPIC
Linux Network Professional Certification
MCSE
Microsoft Certified Solution Expert
PMP
Project Management Professional
HCNA HCNA – R&S HCNA – STORAGE
Huawei Certified Network Associate
ACP
Alibaba Cloud Certified Professional
ACA
Alibaba Cloud Certified Associate
AWS ASSOCIATES
Certified Solutions Architect
CONTACT OUR
SALES & SOLUTION EXPERTS
Entrusted ICT Partners Across Industries
CERTIFIED
CLOUD PARTNER
